IT Incident and Problem Manager

US-TX-Richardson Operations Center
ID
2017-3104
2350 Lakeside Blvd
Category
Information Technology

Overview

At Texas Capital Bank, we are driven by a single-minded and unwavering mission: to serve business and the individuals who run them. We use a consultative approach and innovative technologies to develop new ideas that give the bank and our clients a competitive advantage. We partner with our customers to push the boundaries of what’s possible—together.

Headquartered in Dallas, Texas Capital Bank has offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, and we serve clients in a variety of industries from coast-to-coast.

 

We are on the Forbes Best Banks in America list, and were named a top place to work by The Dallas Morning News, Houston Chronicle and San Antonio Express-News. For further information, please visit us at www.texascapitalbank.com.

Responsibilities

  • Perform priority incident impact assessments, assess active or potential business impacts, set appropriate priority and escalate when needed
  • Assist with assembling incident resolution teams, drive incidents to closure, take charge of resolution activities.
  • Drive root cause analysis.
  • Provide timely, clear incident status communications to IT and business leadership, resolution team members and other stakeholders
  • Participate in the ongoing Incident Management process improvements
  • Collect and record all required incident details for input into Problem Management's root cause analysis process, management reporting metrics and follow-up major incident reviews
  • Utilizes ITIL knowledge to review incidents during audits to ensure Incident Management process is being adhered to.
  • Drive problem analysis to conclusion to determine root cause for any Severity 1 or High Impact incidents as well as for any recurring incidents

Qualifications

  • 5+ years Major Incident Management experience required
  • 5+ years’ experience with ITIL Service Management concepts required
  • Experience in crafting clear and concise incident status updates suitable for an executive level IT and business leadership audience required
  • Experience in Service Management ITSM – Incident & Problem required
  • Bachelor's degree in Computer Science or Management Information Systems or equivalent work experience preferred
  • Banking and/or Financial Services industry experience preferred
  • ITIL Foundation and Intermediate certifications preferred
  • 5+ years’ experience providing direct support to IT business application and related infrastructure teams in a complex multi-platform operating environment preferred
  • 5+ years of experience with business application or infrastructure support on the following platforms:
    • Windows technologies
    • Web Technologies
    • Working knowledge of IT infrastructure components: servers, storage, networking, and security”
    • On-premise, vendor-hosted and cloud solutions
  • Strong IT systems troubleshooting analysis abilities
  • Experience negotiating effectively and facilitating conflict resolution
  • Experience building and maintaining relationships within the Technology and Business organizations
  • ServiceNow experience a plus

 

The duties listed above are the essential functions, or fundamental duties within the job classification.  The essential functions of individual positions within the classification may differ.  Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy.

 

 

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