IT Major Incident Manager

About SMBC Group

SMBC Group is a prestigious global financial entity headquartered in Tokyo with a legacy spanning over 400 years. It offers a wide array of financial services such as banking, leasing, credit cards, securities, and consumer finance. The Group operates through more than 130 offices worldwide across nearly 40 countries and employs around 80,000 people. SMFG, the holding company of SMBC Group, is one of the three largest banking groups in Japan and is publicly traded on Tokyo, Nagoya, and New York Stock Exchanges.

In the Americas, SMBC Group maintains a footprint in countries including the US, Canada, Ireland, Mexico, Brazil, Chile, Colombia, and Peru. It leverages its capital strength and extensive Asian relationships to deliver commercial and investment banking services to corporate, institutional, and municipal clients through an extensive local and global network.

Role Overview

The position is based on a hybrid working model requiring attendance at the Tralee, County Kerry office. The IT Major Incident Manager will oversee the entire lifecycle of IT major incidents, ensuring effective communication and timely updates to stakeholders and management. Responsibilities include leading and organizing service restoration activities, meetings, and conference calls.

The role demands flexibility with extended working hours, potentially including weekends and late nights to support regional and global incidents. Reporting directly to the Vice President of Problem Management, the incumbent will perform trend analysis on recurring incidents, coordinate incident management activities, and work closely with technical and service teams to drive long-term resolutions and preventive measures.

Key Responsibilities

• Analyze trends of recurring incidents and collaborate with technical teams to implement lasting solutions.
• Plan and oversee all major incident activities including monitoring, escalation, and reporting.
• Maintain communication with service owners and relevant stakeholders throughout incident lifecycles.
• Facilitate incident reviews documenting resolutions, impacts, downtime, and root causes.
• Ensure closure of all major incidents following resolution.
• Drive continuous improvement in IT service quality by identifying patterns and initiating preventive action plans.
• Review and enhance incident management processes and associated policies continuously.
• Collaborate with Problem Management to ensure preventive actions are implemented effectively.
• Engage with users and technical teams to resolve incidents promptly.
• Manage multiple updates and coordinate resources until incidents reach closure.
• Create and publish detailed post-incident reports outlining research steps, business impact, probable causes, and prevention strategies.

Required Qualifications and Skills

• 3 to 5 years’ experience in IT incident or service management or related roles.
• ITIL certification is highly preferred.
• Proficient in using ServiceNow or similar incident management software.
• Excellent verbal and written communication skills.
• Strong ability to self-motivate, prioritize tasks, and maintain discipline in learning and work.
• Capabilities to work collaboratively within teams and demonstrate leadership when necessary.
• Ability to assimilate and retain a considerable amount of information efficiently.
• Ability to perform under pressure while maintaining high-quality documentation and interaction.
• Willingness to work flexible hours, including occasional weekends and night shifts.

Additional Information

Employees at SMBC follow a hybrid workforce model, balancing remote work with onsite presence. Candidates must reside within reasonable commuting distance to the Tralee office. Reasonable accommodations are available during the application process for applicants with disabilities.