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Sr. Incident Response Manager - IT

Company: Citizens
Location: Salt Lake City
Posted on: September 23, 2022

Job Description:

DescriptionResponsibilities This job can be performed remotely within the US. As the Sr Business Incident Manager, you will have responsibilities on a 24 hour a day, 7 day a week, 365 day a year basis and support timely response to all incidents, regardless of type, affected area, and time in which it occurs. Incidents the team overseas can be classified as financial impact, significant regulatory, media and other reputational impacts that could significantly impact the reputation of CFG its businesses and its fundamental ability to operate. These impacts could be from a variety of sources, and the threats include, Application outages, Network outages, 3rd party disruptions in service, facility site disruptions, fraud, information security data breaches, people disruptions, natural disasters, and customer impacts. Incident management delivery is critical to reducing the risks, minimizing the impact on customer service, managing any reputational impacts and controlling financial losses when the organization is impacted by an incident of any nature. The Sr. Incident Response Manager will be responsible for:

  • Identify emerging risks and take/recommend appropriate actions to mitigate those risks.
  • Ownership and accountability for standing up remote bridge line (via Teams, WebEx, Zoom) engaging all needed resources albeit internal IT teams, business lines as well as 3rd party vendors. (24x7)
  • Incident escalation to problem managers and senior leaders to create awareness, visibility and set expectations on RTS. (Return to service)
  • Managing personal assignment queue on open or preexisting incidents until full resolution is achieved, and incident is deemed resolved and closed.
  • Mobilize the appropriate IM Team in an incident and provide support and guidance, record incidents and identify opportunities for continuous improvement
  • Initial communications and follow up communications to Bank and executive leadership on status as appropriate.
  • Leading the Incident support calls and efforts in order to restore service and drive closure to meet required SLAs.
  • Clear and concise documentation in our Archer GRC system that accurately depicts issues, key players, times of occurrence and forward actions.
  • In cases where status is identified as significant or greater, clearly document and summarize incident to executive leadership. QualificationsRequired Qualifications
    • Must demonstrate strong ability to triage, diagnose ad hoc issues that lead to resolution.
    • Ability to work across all levels of management on the business side, Information Technology and 3rd party vendors.
    • Must demonstrate the ability for critical thinking, making decisions and taking proactive measure to ensure we keep bank customers first.
    • Must be a clear communication both oral and written.
    • Must demonstrate the ability to multitask and own the room, taking notes, escalating situations as appropriate.
    • Resource will be required to partake in shift work, will require to work during business hours, evenings, weekends and holidays as follow the sun support.
    • Demonstrate the ability to run reports across the platform to provide content for MMR, OKR for monthly reporting to executive leadership.
    • Must demonstrate the ability to alert and work closely with Problem managers on Important or Significant issues, clearly detailing data related to incident and occurrence. Desired Qualifications
    • 5+ years of experience in the financial services industry in a support capacity working in ITSM, with cross functional teams, and 3rd party vendors.
    • Understanding of banking system and custodial and consumer banking operations
    • Experience with tools such as Archer (GRC) ServiceNow, Office 365 product suite.
    • Familiar with SLAs OLAs and key performance indicators.
    • Demonstrated ability to lead and mentor new staff on process and procedures.
    • Must exhibit the ability to be a Critical thinker, with the ability to make difficult decisions under pressure using a calm demeanor and communicate success(wins) and failure (losses) in bank services with the same confidence. Education and Certifications
    • Bachelors degree in Computer Science, Engineering, or equivalent years of experience performing these responsibilities.
    • ITIL Foundations v3 certified or higher. LI-KK1LI-RemoteSome job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.Why Work for UsAt Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.Equal Employment OpportunityCitizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleagues or a dependents reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.Equal Employment and Opportunity Employer/Disabled/VeteranCitizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

Keywords: Citizens, Salt Lake City , Sr. Incident Response Manager - IT, IT / Software / Systems , Salt Lake City, Utah

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