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
โข 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
โข Establishes strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios
โข Adheres to critical process and procedure, and appropriate escalations in support of production incidents
โข Applies technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution
โข Distributes clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences
โข Captures and documents incident data accurately
โข Prepares appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process
โข 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
โข Bachelor's Degree in Computer Science/Information Systems/Engineering or related disciplines
โข Minimum 5 years of experience in incident management, IT service delivery, IT service desk, IT operations in an enterprise scale environment
โข Extensive customer service, communication, and client interaction skills
โข Good working knowledge of Service Now, JIRA and SharePoint
โข Knowledge of AWS Cloud, Kubernetes and monitoring tools (Splunk, Dynatrace, etc.)
โข Basic knowledge of application development
โข Possess analytical, critical thinking and troubleshooting skills
โข Strong ability to think and act independently to resolve production issues
โข Ability to act with a sense of urgency and agility
โข Ability to multitask in a fast-paced environment utilizing multiple tools
โข Ability to work collaboratively in teams and develop meaningful relationships to achieve common goals
To apply for this position, please use the following URL:
https://ars2.equest.com/?response_id=c609d8a02c9c392351df1b2431ed612e