Overview
Join to apply for the Technology Incident Manager/Lead role at Capital Group.
As one of our global Operations Command Center (OCC) Technology Incident Managers/Leads you work in a dynamic and challenging environment, ensuring the operational stability of Capital Group’s IT systems 24/7/365, around the world.
During a Business impacting event, the Technology Incident Manager/Lead will lead and drive the triage and action plan to restore IT Business services. In this role, leveraging broad knowledge of Capital Group applications, infrastructure, ITSM, problem solving, teamwork and execution of action plans, you will facilitate incident recovery. When not actively restoring service, your focus will be driving IT change rigor, improving event monitoring, collaborating with cross-functional teams to leverage machine learning and artificial intelligence – all in support of ITG’s success in support of the Capital Group Business.
Working as an Incident Manager/Lead in the OCC will exponentially expand your knowledge into the workings of both the business and IT. As part of our core mission, you will regularly interact with Capital Group\'s Senior Leaders. You will partner across all aspects of ITG: participating in and supporting the Change Approval Board (CAB), Incident Response Board (IRB), Problem Review Board (PRB), presenting at the Production Operations Committee (POC), as well as partnering and collaborating across all teams within ITG.
Responsibilities
* Lead triage and drive action plans to restore IT business services during incidents.
* Facilitate incident recovery using knowledge of Capital Group applications, infrastructure, ITSM, problem solving, and cross-functional teamwork.
* Drive IT change rigor and improve event monitoring; collaborate with cross-functional teams to leverage ML/AI options and solutions.
* Engage with ITG governance bodies (CAB, IRB, PRB) and present findings to the Production Operations Committee (POC).
* Partner with teams across ITG to support the organization\\'s mission and service delivery.
Qualifications
* Hands-on experience with observability platforms like Splunk and Datadog.
* Passion for data and data-driven outcomes.
* Interest in automation and exploring ML/AI options and solutions.
* Willingness to learn and grow from every situation, especially those linked to business objectives.
* Strong desire to lead, mentor, and contribute to a culture of excellence.
* At least 5 years of leadership experience in a technology field, application development, and cloud technologies.
* Experience as an IT technology leader with breadth across multiple disciplines.
* Alignment with Capital Group core values and commitment to delivering the best IT service and support.
* Team player with focus on collective success and ability to influence beyond your own team.
* Ability to drive associate engagement and collaborate with cross-functional teams.
* Technical expertise with strong business insight and a commitment to continuous learning.
* Proven experience driving technology solutions, resolving complex technical problems, and fostering innovative solutions.
* Strong communication skills with the ability to adapt messaging for different audiences.
* Bachelor’s degree in Computer Science, Engineering, or a related technical field or commensurate experience.
We are an equal opportunity employer, which means we comply with all federal, state and local laws that prohibit discrimination when making all decisions about employment. As equal opportunity employers, our policies prohibit unlawful discrimination on the basis of race, religion, color, national origin, ancestry, sex (including gender and gender identity), pregnancy, childbirth and related medical conditions, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, citizenship status, AIDS/HIV status, political activities or affiliations, military or veteran status, status as a victim of domestic violence, assault or stalking or any other characteristic protected by federal, state or local law.
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