IT Major Incident Management

About the Company

SMBC Group is an international financial services organization with roots in Tokyo and a long operating history spanning 400 years. Its business portfolio includes banking, leasing, securities, credit cards, and consumer finance. The group operates more than 130 offices across nearly 40 countries and employs over 80,000 people worldwide. SMBC Group’s holding company, Sumitomo Mitsui Financial Group, Inc. (SMFG), is listed on the Tokyo, Nagoya, and New York stock exchanges.

Across the Americas, SMBC Group maintains operations in the US, Canada, Ireland, Mexico, Brazil, Chile, Colombia, and Peru. Supported by the strength of its capital base and long-standing relationships in Asia, the group serves corporate, institutional, and municipal clients through commercial and investment banking services while connecting them to local markets and its wider global network.

The Americas platform includes Sumitomo Mitsui Banking Corp. (SMBC), SMBC Nikko Securities America, Inc., SMBC Capital Markets, Inc., SMBC MANUBANK, JRI America, Inc., SMBC Leasing and Finance, Inc., Banco Sumitomo Mitsui Brasileiro S.A., and Sumitomo Mitsui Finance and Leasing Co., Ltd.

Role Overview

This position is based in Tralee, County Kerry, Ireland and follows a hybrid working model, with attendance required at the Tralee office. The selected candidate will own the full lifecycle of major IT incidents, from initial detection through restoration and final closure. The role also involves using technology to manage communications, provide timely status updates to stakeholders, and lead service restoration calls, meetings, and coordination efforts.

The role supports regional and global incidents when needed and requires flexibility to work extended hours, including occasional weekends and late-night support. This position reports to the Vice President of Problem Management.

What You Will Do

• Lead major IT incidents end to end, including coordination, escalation, monitoring, reporting, and closure.
• Drive and facilitate incident response meetings, conference calls, and restoration activities.
• Keep the Service Owner, management, and other stakeholders informed throughout the incident lifecycle.
• Analyse repeat incidents and partner with technical teams to define corrective actions that prevent recurrence.
• Organise incident reviews and produce clear summaries covering resolution details, business impact, outage duration, and root cause.
• Ensure all resolved major incidents are formally closed.
• Work with Problem Management to confirm that preventative measures are put in place and tracked through completion.
• Support process improvement by reviewing workflows, responsibilities, policies, procedures, tools, and performance, then turning findings into action plans.
• Coordinate support groups and resources during critical incidents to speed up restoration.
• Prepare and publish post-incident reports that document the sequence of events, actions taken, business impact, likely root cause, and prevention steps.
• Communicate technical information clearly to both technical and non-technical audiences.
• Operate effectively in a fast-moving, high-pressure environment while handling substantial technical information.

Skills and Experience

• 3 to 5 years of relevant experience is strongly preferred.
• Background in IT incident management, service management, or a closely related field.
• ITIL certification is highly desirable.
• Hands-on exposure to ServiceNow is highly desirable.
• Strong spoken and written communication skills.
• Ability to work independently, stay disciplined, and learn quickly.
• Team-oriented mindset with the ability to step into leadership when needed.
• Comfort working under pressure while maintaining high standards in documentation and stakeholder interaction.
• Strong ownership, follow-through, and the ability to prioritise multiple tasks and goals.
• Flexible availability for extended working hours as required by incident demand.

Additional Information

This organisation operates a hybrid workforce model, offering a mix of home and office working. Employees are expected to live within a reasonable commuting distance of their office location. The specific hybrid schedule will be discussed during the interview process.

Reasonable accommodations are available for applicants with disabilities in line with applicable law. Candidates requiring an accommodation during the application process can contact accommodations@smbcgroup.com.