Propel operational success with your expertise in Major Incident Management and a commitment to continuous improvement. 

As a Technology Support III – Major Incident Manager team member in Consumer & Community Banking – Mission Control, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.

Job responsibilities

Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.Ensure adherence to critical process and procedure, and appropriate escalations in support of production incidents.Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.Ensure incident data is accurately captured and documented.Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.Working as part of a global follow-the-sun team, providing 24 x 7 production support coverage on a rotating basis

Required qualifications, capabilities, and skills

Formal training or certification on software engineering concepts and 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services.Relevant Incident management experience in an enterprise scale environment.Extensive customer service, communication, and client interaction skills.Possess critical thinking and troubleshooting skills.Strong ability to think and act independently to resolve production issues.Ability to act with a sense of urgency and agilityMust display a history of achieving goals in a high-performance environment.Advanced analytical skills.Must be able to multitask in a fast-paced environment utilizing multiple tools.Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals

Preferred qualifications, capabilities, and skills

Knowledge of ITL and Cloud Computing