Engineer III - Major Incident Management

Major Incident Manager

Innovate here. And see your ideas come to life. It's an exciting time to work in tech at Edward Jones. We are making massive investments in emerging technologies to improve how we work with our clients and with each other. Relationships are the focus of our business model. And working in Technology here means using your skills to build, deliver and maintain the technologies that enable us to deepen and support those relationships. The best part? We develop and create our own industry-leading solutions internally. And you can be a part of it. Working with emerging new technologies. Creating platforms, programs and experiences that change how we work together - and support our client-first focus. Changing the future of our firm, the industry and the advisor-client relationship.

Job Overview

Position Schedule : Full-Time

Team Overview

As a Major Incident Manager, you will be responsible for leading and managing the technical resolution for all Major impacting incidents at Edward Jones. The Major Incident Manager is both technically competent and also business focused to ensure every major incident is being worked with the appropriate urgency and priority. The ideal candidate should be able to execute an array of tasks within a short timeframe and ensure that focus at all times remains at mitigating all incidents in an expedited manner. The role will require work outside of normal business hours (weekend shifts, holidays & evenings) as needed.

What You'll Do

As a Major Incident Manager, you will be responsible for, but not limited to :

• Validate all proposed major incidents to determine impact on business operations and IT services
• Drive all major Incidents to resolution and ensure accurate and timely communications throughout the incident lifecycle
• Ensure that the correct technical or business resources are engaged and working on the resolution for all major incidents and identify when escalations are required to ensure timely mitigation of all incidents
• Ensure the Major Incident procedures and process are followed, and all postmortems are created to capture key details for leadership and the problem management team
• Capture and document a timeline of all key events through the technical call
• Craft and publish branch communications describing the current outage and impacts expected
• Manage and drive technical call to ensure updates are provided and key details are communicated when necessary
• Identify workstreams and capture outcomes via incident tasks within ServiceNow

Edward Jones' compensation and benefits package includes medical and prescription drug, dental, vision, voluntary benefits (such as accident, hospital indemnity, and critical illness), short- and long-term disability, basic life, and basic AD&D coverage. Short- and long-term disability, basic life, and basic AD&D coverage are provided at no cost to associates. Edward Jones offers a 401k retirement plan, and tax-advantaged accounts : health savings account, and flexible spending account. Edward Jones observes ten paid holidays and provides 15 days of vacation for new associates beginning on January 1 of each year, as well as sick time, personal days, and a paid day for volunteerism. Associates may be eligible for bonuses and profit sharing. All associates are eligible for the firm's Employee Assistance Program.

Hiring Minimum : $84100 Hiring Maximum : $143100

Skills / Requirements

What Experience You'll Need :

What Could Set You Apart :

Current INTERNAL home-based associates : While this role is posted as hybrid, if selected and accepted, you may retain your home-based status. Edward Jones intends in good faith to continue offering the role as home-based, though future business or regulatory needs may require on-site work.

About Us

Join a financial services firm where your contributions are valued. Edward Jones is a Fortune 500 company where people come first. With over 9 million clients and 20,000 financial advisors across the U.S. and Canada, we're proud to be privately-owned, placing the focus on our clients rather than shareholder returns. Behind everything we do is our purpose : We partner for positive impact to improve the lives of our clients and colleagues, and together, better our communities and society. We are an innovative, flexible, and inclusive organization that attracts, develops, and inspires performance excellence and a sense of belonging. People are at the center of our partnership. Edward Jones associates are seen, heard, respected, and supported. This is what we believe makes us the best place to start or build your career.