Major Incident Manager, Associate

About this role

Major Incident Manager  

The Incident Management team part of the wider Service Management team is responsible for the remediation of critical production incidents and driving efforts to implement scalable stability solutions across BlackRock and our Aladdin clients. We are seeking a motivated, collaborative, and inclusive technology Major Incident Manager who can bring their diverse perspectives and problem-solving mentality to meet the evolving needs of our clients. 

This role involves developing connections with technical and business experts around the world and interacting with a variety of technologies and applications. The role will also include participation in project work which strives to further improve the stability, performance, and resilience of the Aladdin platform. 

Aladdin Engineering operates a 24/7 Incident Management function to support all global clients across Europe, America, Asia Pacific and India. Our Incident managers are required to cover core Europe hours between 09:00 and 18:00 Monday-Sunday with rotational weekend working required.  

Key Responsibilities

• Coordinate resolution and restore normal service operation during core technology Incidents and Major Incidents (P1-P4). 
• Triage proposed major incidents raised to the Command Center, categorise and prioritise them based on the impact matrix set by Incident Management operational standards. 
• Ensure key remediation steps, root cause analysis, and future preventative discussions are captured and communicated to drive an efficient problem management process. 
• Issue regular, concise, and informative notifications and communications with internal client relationship managers, senior IT leaders, and senior executive management during Major Incidents. 
• Take ownership and provide leadership to technical teams to assist with the determination of root cause and remediation of incidents. 
• Drive process and tooling changes across the organisation to support regulatory changes, such as DORA (Digital Operational Resilience Act) and GDPR. 
• Provide input and ownership to continual service improvement initiatives across the service management function, primarily focusing on AgenticAI and its application within the Incident Management function. 

Advantages / Desirable Qualities 

• Experience working in the Technology or Financial services industries. 
• Knowledge of cloud computing platforms like Azure, AWS, etc., and understanding of different service models (IaaS, PaaS, SaaS). 
• Knowledge in programming languages such as Python to automate common tasks and a basic knowledge of IT Configuration Management, Deployment & Orchestration tools like Ansible. 
• Data analysis skills e.g., Splunk, Grafana, Tableau, MS Excel, Power BI. 
• Experience with ServiceNOW or similar tools. 
• Experience with Power BI Reporting. 

Our benefits

To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.

Our hybrid work model

BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.

About BlackRock

At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being.  Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.

This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.

For additional information on BlackRock, please visit @blackrock | Twitter: @blackrock | LinkedIn: www.linkedin.com/company/blackrock

BlackRock is proud to be an Equal Opportunity Employer.  We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.