Incident Manager

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.

Job Title: Global Technology Operations - Incident & Problem Manager

Location: Charlotte, NC

Primary Responsibilities

With a varied and deep understanding of technology infrastructure, the Incident Manager's primary responsibility will be to drive the technical support teams in restoration of application and IT infrastructure service incidents and lead Post Incident reviews and Problem management processes.

Job duties and responsibilities, not limited to:

• Drive enhancement and maturity of the Incident and Major Incident Process
• Drive the efficiency and effectiveness of the Incident Process through automation and improvement of runbooks, metrics, and response plans
• Interfaces with Application, Technology Support and Change Management teams
• Responsible for the effective implementation of Major Incidents, identifying critical resources for resolution paths, and managing the information flow
• Identification of recurring outages/events through trending analysis, intelligent operations, and reported incidents
• Communicate with stakeholders through defined contacts, escalation plans, and chat channels as part of a geographically distributed team

Qualifications/Requirements

• Deep experience with Incident & Problem Management
• Must have strong problem-solving, analytical, and cross functional leadership skills
• Must be able to lead, guide and control troubleshooting activities across multiple technology teams.
• You have deep knowledge of ITSM practices and Agile methodologies.
• The ability to build strong relationships with peers both internally and externally
• You must be passionate about innovation and love leading technological change
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures, and supporting technology are reviewed and enhanced where applicable
• You must be sincere about creating a collaborative, caring, and safe environment for all teammates to succeed while identifying, scheduling, and conducting incident reviews fostering collaboration and teamwork
• Demonstrate leadership in advancing Barings Core Values by delivering excellence, fostering collaboration, taking accountability, and valuing our people

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Barings is an Equal Employment Opportunity employer; Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.

Barings offers a comprehensive benefits package including:

CORE BENEFITS & WELLNESS

• Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
• Fitness Center Reimbursement Program (Including Online Memberships)
• Employee Assistance Program (EAP)
• Fertility Benefits

FINANCIAL WELL-BEING

• 401(k) Plan w/Company Match
• Pension Plan
• Health Savings Account (HSA) with Company Contributions
• Flexible Spending Accounts (FSA) - Health Care & Dependent Care
• Retirement Health Reimbursement Account

LIFE INSURANCE

• Basic and Supplemental Life Insurance
• Spouse and Child Life Insurance

TIME OFF, DISABILITY AND LEAVE OF ABSENCE

• Paid Vacation, Sick Days and Annual Holidays
• Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
• Short and Long Term Disability Plans
• Paid Volunteer Time

OTHER BENEFITS

• Education Assistance Program
• Charitable Matching Gifts Program
• Commuter Reimbursement Program
• Adoption and Surrogacy Reimbursement Program