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Production Services Lead - Core Technology Infrastructure

Richmond, Virginia

Job Description:

Foundational Services Organization: Supports the availability and performance of the Bank’s global technology services, enabling operational excellence by detecting, predicting and preventing customer and business impacting technology incidents and to restore service as quickly as possible when disruptions do occur. Provides Shared Services to optimize delivery and minimize operational risk, including Field Services, Technology Incident Analytics, Regulatory Reporting & Policy Management, Intelligence & Transformation, Event Management, and iCTO Domain Services supporting CTI. The Command Center is the primary interface for all Lines- of-Business application and infrastructure functions, accountable for the management of Major Incidents.

This position is for a Major Incident Manager. Some of the responsibilities include:

- Manage incident management conference calls - Identify the technological capabilities required to resolve an incident and engage as needed for problem resolution

- Ability to quickly gain a deep understanding of the issue in flight

- Proficient knowledge of IT Technical skills across multiple disciplines

- Manage multiple moderately complex tasks concurrently.

- Exercise strong command and control skills in verbal communication and able to articulate complex incidents in written form

- Interpret and relay technical situations in terms of business impact.

- Maintain quality and timely updates in major incident communication channels, escalating to senior executives where required

- Create and update issue logs

- Ability to work both independently and as part of a cross-functional team

- Participates in assigned projects

- Moderate level of proficiency in use of MS Office products

Required Skills

- Experience in working with technology infrastructure.

- Major Incident Management experience or process knowledge.

- Strong command and control skills, verbally able to manage a conference call

- Use of Service Management tools such as Remedy or ServiceNow.

- Strong written communication skills - MS Office skills (Excel, Word, Outlook)

- Working knowledge of ITIL, preferably certified

Desired Skills

- Able to break down a complex issue through effective questioning, and control a focused discussion around solutions.

- Able to establish a collaborative engagement process with multiple stakeholders to drive incident recovery.

- Challenges assumptions and timelines to ensure urgency and clarity on workstreams is maintained throughout the resolution process.

- Possesses broad knowledge of regional and global infrastructures, allowing prioritization on conflicting issues based on impact and steers efforts onto critical topics.

- Possesses excellent oral and written skills, enabling the formation of strong partnership with key technological stakeholders.

- Able to make a judgment call using priority and severity criteria on incidents to undertake escalations where required.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Foundational Services Organization: Supports the availability and performance of the Bank’s global technology services, enabling operational excellence by detecting, predicting and preventing customer and business impacting technology incidents and to restore service as quickly as possible when disruptions do occur. Provides Shared Services to optimize delivery and minimize operational risk, including Field Services, Technology Incident Analytics, Regulatory Reporting & Policy Management, Intelligence & Transformation, Event Management, and iCTO Domain Services supporting CTI. The Command Center is the primary interface for all Lines- of-Business application and infrastructure functions, accountable for the management of Major Incidents.

This position is for a Major Incident Manager. Some of the responsibilities include:

- Manage incident management conference calls - Identify the technological capabilities required to resolve an incident and engage as needed for problem resolution

- Ability to quickly gain a deep understanding of the issue in flight

- Proficient knowledge of IT Technical skills across multiple disciplines

- Manage multiple moderately complex tasks concurrently.

- Exercise strong command and control skills in verbal communication and able to articulate complex incidents in written form

- Interpret and relay technical situations in terms of business impact.

- Maintain quality and timely updates in major incident communication channels, escalating to senior executives where required

- Create and update issue logs

- Ability to work both independently and as part of a cross-functional team

- Participates in assigned projects

- Moderate level of proficiency in use of MS Office products

Required Skills

- Experience in working with technology infrastructure.

- Major Incident Management experience or process knowledge.

- Strong command and control skills, verbally able to manage a conference call

- Use of Service Management tools such as Remedy or ServiceNow.

- Strong written communication skills - MS Office skills (Excel, Word, Outlook)

- Working knowledge of ITIL, preferably certified

Desired Skills

- Able to break down a complex issue through effective questioning, and control a focused discussion around solutions.

- Able to establish a collaborative engagement process with multiple stakeholders to drive incident recovery.

- Challenges assumptions and timelines to ensure urgency and clarity on workstreams is maintained throughout the resolution process.

- Possesses broad knowledge of regional and global infrastructures, allowing prioritization on conflicting issues based on impact and steers efforts onto critical topics.

- Possesses excellent oral and written skills, enabling the formation of strong partnership with key technological stakeholders.

- Able to make a judgment call using priority and severity criteria on incidents to undertake escalations where required.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21082690

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kari Elsts

Referral Bonus:

0

Street Address

Primary Location:
8001 VILLA PARK DR, VA, Richmond, 23228