DESCRIPTION/RESPONSIBILITIES:
Join our Consumer & Community Banking (CCB) Production Management, Mission Control Incident Management (MCIM) team, where we manage critical incidents round the clock. Our team, spread across Columbus/Houston and Singapore, is responsible for incident management of CCB applications.
As an Applications Support, Major Incident Manager, Associate in the Consumer & Community Banking (CCB) Production Management, Mission Control Incident Management (MCIM) team, you will be entrusted with end-to-end incident management responsibilities of the CCB applications. As part of our incident management team, you'll use your creative and critical thinking skills to drive incident management bridge calls. You will interact with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.
Job responsibilities
• Owns and drives incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents
• Establishes strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
• Adheres to critical process and procedure, and appropriate escalations in support of production incidents
• Applies technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution
• Distributes clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
• Captures and documents incident data accurately
• Prepares appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
• Provides 24x7 production support coverage on rotational basis as part of global follow-the-sun team (12-hour shift pattern with no night shift)
Required qualifications, capabilities, and skills
• Bachelor's Degree in Computer Science/Information Systems/Engineering or related disciplines
• Minimum 3 years of experience in incident management, IT service delivery, IT service desk, IT operations in an enterprise scale environment
• Extensive customer service, communication, and client interaction skills
• Good working knowledge of Service Now, JIRA and SharePoint
• Knowledge of AWS Cloud, Kubernetes and monitoring tools (Splunk, Dynatrace, etc.)
• Basic knowledge of application development
• Possess analytical, 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 agility
• Ability 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
• ITIL certified, or Certified Scrum Master (CSM)
To apply for this position, please use the following URL:
https://ars2.equest.com/?response_id=546bf4d7e92b1c3052b98c4447d0b327
