Entry Level Major Incident Manager

Location: New York, NY

Salary: $60,000 USD

Want to work in technology at an investment bank?

Paid graduate training, ongoing support, and opportunities at leading global employers – the Alumni graduate program gives you everything you need. (And don’t worry, there’s no training bond. No exit fees, no hidden catches).

Here at Wiley Edge, we pair great graduates with brilliant global businesses. Our clients include tier-one investment banks and other organizations across a range of industries, from insurance to healthcare to travel.

As a part of the Wiley Edge Alumni program, Wiley Edge has an exciting and exclusive partnership with Columbia University’s School of Engineering. All Wiley Edge Alumni are eligible to receive two Executive Education certificates from Columbia Engineering as part of their Academy and industry placement experience at no cost. Further, all participating Alumni will have access to the Columbia Engineering network and ongoing training.

What you'll do with our client:

The Firm believes in a culture of learning and collaboration, and therefore maintains a majority of the week in the office.

The role is an opportunity to manage major and severe business impacting incidents, primarily involving large scale infrastructure issues, by leading calls with up to 100+ people, actively managing risk and coordinating real-time service restoration.

As a member of our pro-active, pragmatic, and energetic team, you are in the unique position to interact with people and teams globally, across all levels of the Firm, and influence decisions that have a direct impact on operational stability.

A typical day would be to provide team coverage from 08:00 to 19:00 ET on a nine-hour shift basis, and periodic on call coverage during bank holidays and weekends on a rotational basis, typically once every 10-12 weeks, depending on team staffing. You would collaborate with the rest of the team to manage calls that focus around assessing business impact and / or technical remediation, ensuring that all participating teams are focused on impact remediation and providing timely incident communications to relevant stakeholders. The position requires thinking on one’s feet during high pressure situations, organizational and situational awareness, sound judgement and a strong analytical ability.

The role will also involve advising and consulting on processes related to Incident Management, Problem Management and Change Management, as well as the delivery of the other ITSM services. Following any significant incidents, team members will undertake post incident reviews, and follow up with the necessary stakeholders to review lessons learned and drive change that will bring additional stability to the Firm.

Outside of the role there are opportunities for educational, training and communication programs in technology, building relationships across IT, and numerous other ways to exemplify the Firm’s five core values.

Client Team Culture:

Fusion Response operates with a bias for action to mitigate business disruption, maintaining situational awareness of risks, and staying focused on its clients while remaining accountable for its actions and outcomes. The team exhibits strong command and control, while centralizing timely and accurate communications and guidance to key clients during the life cycle of an incident.

Fusion Response operates with an “intent-based leadership” philosophy. By providing intent and context behind actions as opposed to direction and instructions, leaders are more effectively able to cascade down decision-making power to the subject matter experts and other members of the team. This allows leaders and managers to focus on leading, coaching and driving strategy.

To implement this philosophy, a successful candidate is expected to prioritize fostering a learning culture, understanding roles and responsibilities, understanding context behind our mission and actions, learning from past mistakes, and being coachable and empowered.

An intent-based leadership approach also helps drive three primary intrinsic motivators for a fulfilled team which a successful candidate should strive for themselves:

Of the utmost importance for Fusion Response, and a primary enabler for our success, is promoting a psychologically safe environment. High performing teams must operate in an environment where all members of the team feel safe to share new ideas while being held accountable for a high standard of excellence. We promote psychological safety across four domains and expect this from a successful candidate as well:

How the Wiley Edge Alumni program works:

What you’ll learn at the Wiley Edge Academy:

• How to use MySQL to perform CRUD (create, read, update and delete) operations on a relational database stored in a MySQL Server.
• How to write a basic computer program in Python, including user input, common data structures, and flow of control.
• How to discuss production support activity at a high level including ITIL (information technology infrastructure library), monitoring, DevOps, SRE (site reliability engineering), and disaster recovery.

What you'll need in this role:

• Ability to thrive and maintain calm in a variety of high-stress situations.
• Bachelor's degree in computer science or a related major within technology.
• Ability to facilitate conversations with large groups of geographically dispersed stakeholders.
• Proven troubleshooting skills including a strong sense of commitment and drive towards incident resolution.
• Ability to develop close relationships with executives, departments, and leadership teams
• Ability to translate technical incidents into business terms.
• Excellent organizational skills, with the capability to manage multiple tasks simultaneously.
• Communicate exceptionally in complex situations, in both verbal and written form, to all levels of the organization.
• A requirement for this role may be to attest and provide proof of vaccination for Covid 19 upon hire.
• Crisis management skills:
  • Ability to facilitate conversations with large groups of geographically dispersed stakeholders.
  • Ability to thrive and maintain calm in a variety of high-stress situations.
  • Ability to translate technical incidents into business terms.
  • Enthusiasm to learn new technologies, make new contacts and influence the way IT operates.
• Enthusiasm to learn new technologies, make new contacts and influence the way IT operates.
• Ability to drive your own learning, proactively identify gaps in understanding, and be open minded to feedback.
• A GPA of 2.7 or higher. We look for potential, not prestige, but it’s important that you enjoy pushing yourself to pick up new ideas.

Preferred Skills:

• Understanding of the technology used in a large infrastructure environment would be advantageous (i.e. Linux, Networking, Servers, Databases, Web Infrastructure, Storage, Cyber).
• Understanding of ITIL IT Service Management.
• Understanding of data center infrastructure (i.e. Power, Cooling, Racking) would be advantageous.

What you’ll get at the Wiley Edge Academy:

• A flexible benefits package.
• Valuable industry experience. Ultimately, a foot in the door to build your career in an in-demand niche.
• A generous graduate salary.
• Ongoing training and support.
• Fully paid, in-depth, interactive training created by industry experts who know your field inside out.

How to apply:

So you don’t miss out on your dream job, we encourage you to be open to relocating.

We take great pride in celebrating the diversity of each and every individual who contributes to making Wiley Edge the company it is today and will be in the future. We value diversity both within Wiley Edge and with our partner companies, and we're proud to provide an environment where all our colleagues can flourish. That means promoting a strong culture of equality but, most importantly, inclusion. We never want people to change - only add to the amazing mix of people that work for Wiley Edge.

All Applicants must be currently authorized to work in the United States on a full-time basis. The company will not sponsor applicants for work visas.