At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Job Description

Responsibilities/Major Duties:
- Act as an Incident Commander to drive resolution of major incidents with significant impact.
- Ensure timely and effective communication during major incidents including known impacts (both verbally and in writing)
- Collaborate with vendors and technical personnel to resolve technical issues with a sense of organization, purpose, direct communication and urgency
- Review and analyze operational support systems, application software, and system management tools.
- Identify opportunities for process improvements within technical support strategies.
- Build and maintain relationships with business and technology partners to support rapid Major Incident recovery.

Provide training and mentoring to less experienced team members. Train associates on the major incident management process and procedures via direct coaching and mentoring.
- Strategically engage with all levels of professional and managers across the enterprise.
Provide strategic direction and vision for incident management processes. Assist in identifying new ways to simplify, integrate, automate and refine the major incident process to better support the business and clients during service disruptions.
- Provide vision, direction, and expertise to senior leadership on implementing innovative business solutions intended to eliminate and/or reduce the impact of major incidents
- Lead and actively participate in the post-mortem process for all incidents managed to maintain continuity across all ITSM processes
- Drive modernization of major incident capability through the development and implementation of dashboards and industry technologies aligned to the recovery of major incidents
- Monitor trends in incidents and issues to identify opportunities for IT to reduce service disruptions and major incidents.
- Create clear and repeatable procedures for support teams to follow easily
- Lead by example, confident, self-motivated and collaborative in your approach

Summary

As a Senior Major Incident Manager, you are a hands-on, seasoned IT professional who can keep calm in crisis situations, working confidently to lead crisis resolution across multiple platforms. You have sufficient experience to take command of and ensure the efficient running of ITSM Major Incidents. You have the verbal and authoritative presence to take charge of driving and guiding major incident calls to efficiently and quickly restore service for clients and business partners by utilizing the major incident management process and technology tools available. You will manage the lifecycle of all major and high priority incidents.

Knowledge/Skills

Bachelor's Degree in Business, Computer Science, or a related field or equal experience
Experience and confidence working with all levels of management including business and IT executives
Comprehensive knowledge of ServiceNow and Microsoft Office applications, including Teams, Word, Excel, and Visio
Experience working in global, cross-functional, collaborative teams
Experience with the Software Development Lifecycle (SDLC), i.e.. Waterfall or Agile Methodologies
ITIL V4 certified (Managed Service Professional or Strategic Leader certification is a plus).
Experience supporting a large enterprise (Financial Services domain experience is a plus).
Analytical and detail orientated thought process with the ability to take methodical approach to activities such as data analysis and trending.
Excellent verbal and written communication skills (English).
Ability to multitask in a fast paced, stressful environment, and to remain calm under pressure.
Highly flexible and adaptable to change.
Able to work over weekends

Basic Qualifications

Bachelor's degree in computer science or other related field
10 or more years of banking experience
Three or more years of management experience

Experience Required

12+ years of overall experience with 8+ years in IT Service Management (ITSM)
5+ years of experience as an Major Incident Commander handling major and significant incidents in a 24x7 production environment.
10+ years of working experience with different IT Infrastructure components such as Unix/ Linux Servers, Cloud, networks, firewalls, routers, load balancers, VPN, LDAP, Oracle/SQL databases, SAN, Virtualization, Email systems, Event Management , ServiceNow, Enterprise monitoring and access management solutions. Subject matter expertise in one of the areas would be a plus.

The role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week and the flexibility to work outside the office location for the other days.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

Benefits:

Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law

U.S. Bank is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

E-Verify

U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.

The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, U.S. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $149,515.00 - $175,900.00 - $193,490.00

U.S. Bank will consider qualified applicants with arrest or conviction records for employment. U.S. Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. U.S. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Applicants must be able to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.

U.S. Bank

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