IT Manager - Major Incident Management
What sets Bank of the West apart from other banks is our team members-they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values--straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity - an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines - Retail Banking, Commercial Banking, National Finance, and Wealth Management.Job Description Summary The Major Incident Manager will provide dedicated major incident management, communication, and escalation. Under the major incident management scope this manager will drive the resolution of all major incidents ensuring they are resolved as soon as possible. The major incident manager will be empowered to request IT teams to back out changes, restart applications/hardware, and engage vendors. In addition, the major incident manager will initiate the major incident bridge call, ensure the right resources are engaged, and create the Major Incident Review (MIR) for distribution to executive management post incident. Under the communication scope the major incident manager will manage the Technology Alert process ensuring message content is consistent, timely, business friendly, and contains relevant details making the audience more informed. In addition, this manager will collaborate with multiple lines of business and IT application teams to understand the impact of our major applications and environments in order to achieve more meaningful communication. Under the escalation scope the major incident manager will establish a hierarchical escalation model for major incidents and other categories to be determined ensuring the appropriate IT management verticals are made aware of incidents involving their teams at designated intervals. Required Experience Prefer two (2) or more years of relevant incident or crisis management experience Prefer two (2) or more years of experience working within a command center environment with demonstrated record of success and increasing responsibility Prefer five (5) or more years of IT operations experience Exceptional communication skills, both written and verbal in order to communicate with executive level management Demonstrate exceptional leadership ability in order to drive outages to resolution Possess excellent organizational and interpersonal skills in order to handle multiple tasks while under pressure Experience working with ITIL best practices for Incident, Problem, and Change Ability to work in a virtual team environment across time zones Requires 10 years minimum prior relevant experience Preferred Experience 4 or more years of relevant incident or crisis management experience 4 or more years of experience working within a command center environment with demonstrated record of success and increasing responsibility 10 or more years of IT Operations experience ITIL v3 Foundation or higher (Practitioner, Intermediate, etc.) certification Experience with a consolidated ITSM system Education Bachelor's Degree, preferably in Computer Science, Information Systems, Engineering or related field Equal Employment Opportunity Policy Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran. Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.
Salary Range:
$80K -- $100K
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Salary Range:
$80K -- $100K
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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