IT Service Management Manager
First Citizens Bank
근무지
Raleigh, NC, USA
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Overview
• As an Incident/Problem Manager, you will be a member of the bank’s Service Management Office. In this role, you will focus on the Problem Management process by conducting post-incident problem diagnostics, review and reporting for problems related to Major Incidents (P0 – P2). Additionally, this process is responsible for creating problems for recurring issues or lower impact outages which do not rise to the level of a Major Incident (Proactive). The role also ensures that associates and teams in IT comply with all Problem Management standards and processes. The Problem Manager establishes an environment of continuous process improvement in order to prevent or reduce the impact of incidents to FCB’s production environment.
Responsibilities
• Provide periodic and ad-hock Incident and Problem metrics and reports.
• Identify, create and track Reactive and Proactive Problems.
• Conduct post-incident Problem investigation and verification of key data.
• Plan and lead effective meetings and conduct structured interviews to collect information.
• Perform root cause analysis (RCA) and RCA classification.
• Identify, create, assign and track preventative Tasks and follow-up actions.
• Effectively collaborate with stakeholders including IT’s Senior Leadership Team
• Facilitate bi-weekly Problem Management incident review meetings.
• Provide status updates to Senior Business and IT Leaders.
• Ensure that the personnel involved in the resolution process follow established procedures and comply with the roles assigned to them within the Incident/Problem Management framework.
• Make recommendations and implement process improvements to optimize effectiveness.
• Available for periodic 24/7 on-call rotation.
Qualifications
• Experience with performing and coordinating RCA and trend analysis
• Problem-solving skills with an emphasis on resolution of complex technical problems
• Demonstrated ability to quickly understand complex systems
• Excellent reporting and analytical skills
• Ability to communicate effectively (email and verbal) with multiple levels of Management
• Proven skills in collaborating with other teams, both technical and non-technical
• Strong interpersonal skills including strong verbal, written and listening skills
• Ability to work on many tasks simultaneously in a high-pressure environment
Other Preferred Qualifications
• Minimum of 3-5 years of ITIL Problem Management experience
• Ideally ITIL qualified (Incident Management, Problem Management, Service Operations, etc.)
• Experience with ServiceNow (ITSM Toolset
