Incident Manager, Hong Kong
Location
Hong Kong
Business Area
Engineering and CTO
Ref #
10038568
Description & Requirements
At Bloomberg, our mission has always been to provide real-time data, news, and analytics to our clients quickly and accurately. Our clients are some of the biggest players in finance, and they rely on our software to manage their portfolios, analyze the markets, and make swift trading decisions that keep them ahead of the competition. We have more than 320,000 clients across the world, so it’s critical for our systems to be stable, reliable, and always available. That’s where the Incident Management team comes in.
On the Incident Management team, we manage the coordination and communication for all service-impacting outages to ensure they have a minimal impact on all downstream users and are resolved as quickly as possible. To do this, we structure and lead investigations in partnership with technical teams across the company - from developers to client support. We’re the central point for all stakeholders, and we ensure that accurate and timely information is communicated to everyone during significant outages. Our team is critical to providing the best possible service for our clients, and we take pride in the impact we have on the company's continued success. We're also responsible for Problem Management activities and help pursue root cause analysis and remediation actions to make sure our incidents don't happen again in the future.
We'll trust you to:
- Communicate and escalate with stakeholders and senior management regarding sudden outages as well as status updates on ongoing incidents
- Quickly and accurately assess the severity of an outage in regards to business impact and technical complexity
- Facilitate outage resolution by effective and timely communication across multiple teams
- Coordinate investigations and deploy critical thinking skills to drive incidents to resolution/remediation
- Be a self-starter who is assertive but diplomatic with the ability to prioritize workload and perform in a high-pressure environment
You'll need to have:
- Bachelor’s degree or degree-equivalent qualifications
- Professional experience in incident management or technical support for application or infrastructure services
- Experience working with Windows or Linux operating systems and working with distributed systems in a global large-scale enterprise environment
- Excellent written and verbal communication skills with the ability to effectively tailor communication around technical issues to various audiences
- Ability to write quickly, concisely, and accurately under tight deadlines
- Fluency in both spoken and written English
- Demonstrated continuous career growth within an organization
- Strong collaboration skills with the ability to develop a strong internal network
- Ability and aptitude to pick up new technologies or procedures
- Good organization and multitasking skills with the ability to ‘pick up the pace’ during major outages
We’d love to see:
- Basic understanding of industry standard technologies and infrastructure such as: networking, cloud storage, middleware, databases, and virtual infrastructure
- ITIL Service Support knowledge