Join the Mizuho team as an ITSM Analyst! We are seeking an ITSM Analyst with a specialization in Incident and Problem Management. In this role, you will be accountable for managing the major incident process for Critical and High business impacting incidents, ensuring that business communications, triage, escalations, and service resolution are all managed with urgency, care & professionalism. You will be responsible for owning incident and problem resolution, working collaboratively across mult... more details
Join the Mizuho team as an ITSM Analyst!
We are seeking an ITSM Analyst with a specialization in Incident and Problem Management.
In this role, you will be accountable for managing the major incident process for Critical and High business impacting incidents, ensuring that business communications, triage, escalations, and service resolution are all managed with urgency, care & professionalism. You will be responsible for owning incident and problem resolution, working collaboratively across multiple technology teams to identify root cause; identify, record, and resolve problems; and avoid incidents.
You will be responsible for handling the internal incident management process, coordination, and communications for critical business impacting service incidents. You will also be responsible for driving the root cause analysis (RCA) research and report to completion within SLAs following a major incident and service restoration. This role will provide guidance for the Incident Management and Problem Management processes overall. The role is also responsible for ensuring proactive problem management is in place to enable technology teams to identify and remove the root cause of potential problems before they result in incidents.
The ITSM Analyst is a key member of the ITSM Operations team with a long term focus on avoiding serious incidents and constantly improving service operations, across all facets of service delivery from network to application.
Absolutely essential in this role is the ability to build relationships and work collaboratively with multiple departments, to ensure openness and honesty and to get to root cause without a blame culture.
The ITSM Analyst is expected to be on call on a rotational basis during extended service hours. Prior working knowledge & experience of ITIL and ServiceNow is essential.
Responsibilities will include:
- Manage major incidents from identification to service restoration and closure.
- Drive the root cause analysis and produce the RCA documentation within SLA.
- Regular professional communication on major incidents to technology teams, business system users, and senior leadership within SLAs.
- Communication of incidents to business system users in a clear and meaningful way.
- Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution.
- Escalate within support organization as required.
- Train support teams to regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes.
- Work with alerting & monitoring teams to pro-actively avoid high priority incidents.
- Identifying changes in the support processes and change the Incident Management process accordingly.
- Run major incident review sessions after service restoration to ensure avoidance of repeat incidents.
- Develop and manage an Incident and Problem Management dashboard to report on metrics and KPIs.
- Drive continuous service improvement and incident avoidances by leveraging Incident and Problem Management best practices.
Key Skills & Experience
- 3+ years of experience as an Incident Manager
- Strong background in Incident Management and Problem management preferably in financial services.
- Strong experience of delivering service quality within an ITIL framework.
- Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies.
- Good experience in managing conference calls or incident resolution meetings.
- Strong written and verbal communication skill.
- Strong experience of IT service, operations, and support.
- Certified ITIL (Foundation) V3 beneficial.
The expected base salary ranges from $77k-$115k. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, certifications and licenses obtained. Market and organizational factors are also considered. In addition to salary and a generous employee benefits package, successful candidates are eligible to receive a discretionary bonus.
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Other requirements
Mizuho has in place a hybrid working program, with varying opportunities for remote work depending on the nature of the role, needs of your department, as well as local laws and regulatory obligations. Roles in some of our departments have greater in-office requirements that will be communicated to you as part of the recruitment process.
Company Overview
Mizuho Financial Group, Inc. is the 15th largest bank in the world as measured by total assets of ~$2 trillion. Mizuho's 60,000 employees worldwide offer comprehensive financial services to clients in 35 countries and 800 offices throughout the Americas, EMEA and Asia. Mizuho Americas is a leading provider of corporate and investment banking services to clients in the US, Canada, and Latin America. Through its acquisition of Greenhill?, Mizuho provides M&A, restructuring and private capital advisory capabilities across Americas, Europe and Asia. Mizuho Americas employs approximately 3,500 professionals, and its capabilities span corporate and investment banking, capital markets, equity and fixed income sales & trading, derivatives, FX, custody and research. Visit www.mizuhoamericas.com.??
Mizuho Americas offers a competitive total rewards package.
We are an EEO/AA Employer - M/F/Disability/Veteran.
We participate in the E-Verify program.
We maintain a drug-free workplace and reserve the right to require pre- and post-hire drug testing as permitted by applicable law.
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