• Incident/Problem/Change Manager - Production Control & Risk Management

    Location(s) US-UT-Salt Lake City
    Job ID
    Schedule Type
    Full Time
    Business Unit
    ETO and Vendor Management
    Employment Type

    The position is for an experienced Incident / Problem / Change Manager within the Enterprise Technology Operations organization (Core Engineering Business Unit). The individual will be responsible for managing technology incidents/changes, managing / coordinating recurring incident/problem/change management activities and enforcing and executing defined policies and standards. This is a position also working within a global team demanding active involvement in change, incident, and operations risk management, not only to adherence global standard procedure across the globe, but also ensure regional requirements are adhered to where applicable.


    Incident/Problem Management

    1. Leading incident management, by collaborating with other units in the firm, determining business impact, assessing risk and driving of incidents towards resolution
    2. Assisting in writing, reviewing, and enhancing incident RCA documentation, help resolve deviations from policy and communicating progress through regularly released reports relating to incident and problem management
    3. Leading problem management by collecting root cause / causal factor data; drafting post mortems and driving broader operational risk analysis based on repeating incidents; running regular incident reviews to ensure all functions within Technology understand the incidents, postmortem and risk factors for each incidents.
    4. Working with line managers of all functions within Technology to ensure the necessary risk management standards are defined and implemented.
    5. Manage incident controls and track incidents in the Technology Data Centers / Production environment.
    6. Work with the Incident and Problem Management Function including running incident review meetings. Ensure incident and problem management actions are carried through with other incident management groups. Lead root cause analysis efforts as needed and lead efforts in providing consistent incident and problem management standards.
    7. Work with the Line Managers of all functions within Technology to ensure the necessary and incident standards are defined and implemented. Ensure the standards and processes are globally consistent and reflect Americas, European, and Asia Pacific requirements.
    Change Management
    1. Oversee regional change management functions across technology, building a regional centre of excellence that will be replicated globally to provide a centralized risk management capability for technology.
    2. Initial responsibilities focused on managing/ coordinating recurring change management activities for the GS (Infra) Networking, Voice and Regional Infrastructure Change Advisory Boards. This includes managing change risk, identifying change conflicts, change-related incident trends, executing defined change policies and initiatives, rolling out appropriate technologies involved with incident management efforts, etc.
    2. Enforce and build the scope of Change Management to extend across all technology functions and initiatives
    3. Provide leadership in defining standards, ensuring progress on key efforts, managing expectations on change policy status with all relevant parties and assist in transitioning change mgt process to service areas, outsourced teams and vendors.
    4. Gauge effectiveness of the change process and assist in continuous change improvement work.
    5. Work with the Line Managers of all functions within Technology to ensure the necessary change, problem, and incident standards are defined and implemented. Ensure the standards / processes are globally consistent & reflect local requirements.
    6. Regularly meet with service area managers to gauge satisfaction levels, discuss changes and propose changes/enhancements to the service. This forum should be part of the feedback loop that allows service levels to be improved over a period of time.
    7. Responsible for defining and applying metrics/KPI standards and processes in the change, space, assuring implementation of relevant measurement results in a repeatable manner.
    8. Responsible for applying risk framework and standards for ETO in the Change Management Process and ensure a process for maintaining operational stability is maintained.

    • Change Management
    • Proven experience in leading change management efforts and coordinating and rolling out change policy
    • Experience in facilitating change management board sessions and managing risk, and change conflicts.
    • Experience in various technologies, with specific focus and background in infrastructure technologies such as Networking, Voice / Telecommunications, Storage, Database, Linux/Windows, Messaging and Market Data.
    • Experience with application software change management
    • Familiar with Application / Web-based / Cloud-based architecture and solutions
    • Experience in executing technology solutions for change management
    • Experience in working with business focused technologists and trading applications
    • Ability to communicate status and risks in a direct and open manner and enforce standards, process and control

    Problem Management
    • Ability to work independently, analyse problems and make decisions with minimal management intervention
    • Ability to define, collect and analyse defined incident/problem data sets and produce clear presentations showing trends
    • Provide a level of governance, discipline and process standardization for data and root cause analysis
    • Build and maintain stakeholder engagement to help drive remediation efforts to address issues/problems/risks identified
    • Drive development teams and/or stakeholders to remediate the issue(s) identified (continuous service improvement)
    • Drive transformation opportunities within and across ETO, where applicable and appropriate
    • Evaluate, recommend, steer towards building efficiencies & automation. Strive for globally consistent processes at all times.
    Incident Management
    • Proven experience in responding to and managing critical technology incidents including – incident and risk assessment, communications, co-ordinations across global / regional, cross-function groups, incident resolution and business prioritization
    • Ability to communicate status and risks in a direct and open manner and enforce standards, process and control
    • Ability to manage multiple issues simultaneously in high pressure
    • Experience in acting as a liaison in global efforts and multiple organizations
    • Anticipates potential obstacles and develops contingency plans to overcome them
    • Solid understanding and awareness of risk management, infrastructure stack and application stack
    • Deep knowledge of Incident Management industry standards and practices (e.g. ITIL)
    Other Skills
    • Data science / modeling knowledge a plus – e.g. big data text mining and manipulation; machine learning; data normalization; stochastic and algorithmic modelling.
    • Manages expectations, building agreement for milestones, timelines and measures of success
    • Applies cost/benefit analyses in the setting of priorities
    • Takes a broad organizational view when solving problems.
    • Understands how decisions are made, and influences decisions by effectively communicating the meaning, impact, and parameters of technology opportunities and risks.
    • Ability to manage and interact in a matrixes organization, ability to develop and maintain good working relationships
    • Be a strong agent for change. Be able to facilitate new processes and standards that could impact working environment / culture
    • The ability to work within an open, consensus based organization
    • Work effectively both independently and as part of a team, self motivated and deadline driven
    • Strong customer service orientation
    • Individual must be goal oriented, and be able to work with others to achieve goals
    • Individual must be able to handle multiple interrupts and be able to multi-task effectively
    • Individual must be able to deal with a highly demanding client base and set client expectations appropriately

    Preferred Qualifications
    • Certification/Licensure: ITIL or equivalent ITSM qualification preferred but not essential.
    • Six Sigma / CMMI experience preferred but not essential.
    • A good understanding of enterprise applications and IT Infrastructure & Operations is essential.


    The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

    © The Goldman Sachs Group, Inc., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.