Incident Manager, Associate

As an Incident Manager, Associate at BlackRock, your main responsibilities will include coordinating the resolution of technology incidents, managing communications with senior leadership during major incidents, and leading efforts to determine the root causes of issues. You'll also engage in proactive investigations to prioritize potential issues within the Aladdin software and infrastructure.

To apply for the Incident Manager, Associate role at BlackRock, a background in technology or financial services is preferred. Familiarity with cloud computing platforms like Azure or AWS is a plus, as well as experience with programming languages such as Python. Proficiency in data analysis tools and platforms like Power BI is highly beneficial for this position.

Being successful as an Incident Manager, Associate at BlackRock requires strong analytical skills to identify and assess incidents effectively. You should also possess excellent communication abilities to interact with stakeholders and senior leadership. Experience with tools like ServiceNOW and other IT process management tools will enhance your effectiveness in the role.

BlackRock's hybrid work model enhances the experience for Incident Managers by promoting collaboration and flexibility. It allows you to work in the office for at least four days a week to foster teamwork, while also offering the opportunity to work from home one day a week, ensuring a balanced approach to work and personal life.

Incident Managers at BlackRock enjoy a comprehensive range of benefits including retirement investment tools, education reimbursement, health and well-being resources, and flexible time off. These benefits are designed to ensure employees are energized, engaged, and supported in their roles.

When resolving major incidents, my approach begins with a clear assessment of the situation. I prioritize immediate communication with key stakeholders to ensure everyone is informed. I then focus on identifying root causes through a structured analysis, collaborating with technical teams to implement effective solutions. Ensuring service restoration while documenting the process for future reference is crucial.

Effective communication during a major incident is essential. I would establish a communication plan that includes regular updates to stakeholders and senior leadership. Clear and concise messaging helps alleviate concerns and ensures transparency throughout the incident management process.

I have hands-on experience with various data analysis tools like Power BI and Splunk. I often utilize these to track incident trends, generate performance reports, and identify potential stability improvements in our technology infrastructure.

In situations where multiple incidents occur, I assess each incident based on its impact on the business and customers. I categorize them by urgency and severity, ensuring that critical issues are addressed first while keeping stakeholders informed about the status of all ongoing incidents.

The Digital Operational Resilience Act (DORA) is aimed at ensuring that financial institutions can withstand, recover from, and continue operating through disruptive incidents. My understanding of DORA emphasizes the need for risk management practices and effective incident response strategies to comply with regulatory requirements.

I have worked extensively with cloud computing platforms, notably Azure and AWS. My experience includes understanding different service models like IaaS, PaaS, and SaaS, which allows me to effectively manage incidents related to cloud services and understand potential vulnerabilities.

Programming skills, particularly in Python, enable me to automate routine tasks and streamline processes. For instance, I can create scripts to extract log data or monitor system performance proactively, which aids in quicker incident identification and resolution.

I have utilized various incident management tools, including ServiceNOW and Jira. These tools help manage incident workflows, maintain documentation, and provide insights into performance metrics which are crucial for continuous improvement.

One challenging incident was a critical system outage that affected many clients. I learned the importance of having clear communication protocols and a structured approach to incident resolution. This experience reinforced my belief in continuous improvement and the need for regular training and drills for the team.

Keeping a team motivated during high-pressure situations involves maintaining open lines of communication and offering support. I prioritize team well-being and celebrate small wins, ensuring the team feels recognized for their hard work even in challenging times. Fostering a collaborative atmosphere is key.