VP, Level 2 (L2) Senior Incident Manager
Irving, TX, USA | Citi Private Bank
Functions:IT / Information Technology
Job Description:126 people have viewed this job
-Shift oriented resulting in work across one or more shifts in a 24x7x365 operational team
-Lead support teams to address and resolve outages
-Collaborate with local, regional, and global family of partner incident managers to share knowledge of people, process, and technology.
-Ensure all Incidents are accurately documented within ServiceNow records.
-Continuous process improvement while increasing service quality.
-Enthusiastically find opportunities for improving Our process “Faster, Better, Cheaper”
- Help establish, cultivate, and grow nurturing relationships with global business and technology organizations
-Increase technology, business unit, and organizational knowledge year over year.
-Help build close relationships with Service Assurance teams such as Problem Management
-Strong formation in running incidents / situations / crisis events in a large, complex enterprise environment
-Wide technical experience – preferably in leadership or a domain expert contributor role in an application support or infrastructure organization
-Well-trained specialist working in a proficient environment
-Experienced on interacting with a demanding customer focused service delivery organization
-Demonstrable understanding of ITIL methodology and demonstrated proficient in the ITIL v3 framework
-Industry recognized trouble shooting methodology to be able to ask the right questions
-Experience working in an IT Operations Command Center or Network Operations Center (NOC) for large enterprises
-University undergraduate BS/BA degree preferred
-ITIL v3 Certification(s)
-Multi-lingual in English, Spanish, Portuguese a significant plus
-Military Service a significant plus
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