2U - Senior Major Incident Manager

It starts with our culture ...

Common sense has never been common.

If it were, the world would be a different place. Things would run smoothly and on time. People would do what they say and say what they do. Everything would be fair, without all the small talk.  And banks would only sell you what you need. When a banker looked at a client, they wouldn’t just see a number, they’d see a dad or a mom or a graduate or a business owner. Our Bankers understand the complexities of people’s lives and offer simple solutions.

That's the basics of Relationships. Fairness. Simplicity®

When you choose our Company, you have an opportunity to make an impact beyond the walls of our buildings.

We have a long-standing commitment to Equity, Diversity and Inclusion. Through lending, investing, grants, and volunteerism, NBH Bank promotes the growth, revitalization and sustainability of the communities we serve. We believe that these are important elements in building and sustaining a successful organization and a positive, results-driven culture. We strive for all of our associates to feel welcome and empowered at work.

This type of position is ideal for someone looking to build a career in finance, banking, and technology.  We will provide you training and coaching throughout your onboarding experience, as well as on the job.  As you demonstrate success, there will be opportunities for advancement within our organization.

The duties of a Senior Major Incident Manager require a high degree of specialized expertise and skill in maintaining established standards of quality and accuracy. Drive, determination and a self-disciplined approach to achieving results that meet these established criteria are necessary for successful job performance. The job environment is structured and job expectations are clear. While the pace of the work is faster than average, quality is never compromised. The focus of communication and organizational relationships is based on technical expertise. The work requires specialized technical problem solving and ingenuity while working within approved organizational systems and technology, and the demonstration of the values of integrity, quality and caution. New ideas and concepts are also important but will be quickly, yet carefully analyzed and tested before communication and adoption. If the job involves managing others, there is a need for someone who can exercise the necessary authority to assure policies and procedures are followed and time frames are met. At the same time, it will be necessary to give subordinates structured opportunity to develop their own expertise and capability for quality work to assure effective delegation and shared responsibility for work output. It is expected that coaching and training support for achieving effective delegation will be required. The position encompasses a defined span of control and opportunity for someone who engenders trust, demonstrates a sense of urgency and assures consistent achievement of quality standards. The work requires making decisions that support company guidelines authoritatively and quickly.

As a Senior Major Incident Manager, you will be the de facto leader for conceptualizing and managing the overall incident lifecycle. You will be charged with overseeing the rapid resolution of Major IT Incidents that impact business operations. As a senior level associate, you will serve as a mentor for less experienced team members. You will help create and implement an end-to-end ITIL standards-based incident response process from the ground up. You will create and maintain the integrated project delivery plan across all impacted products, capabilities, and services. You will help build and adhere to an operational readiness plan. You will support and serve multiple work streams and stakeholders to drive incident response goals and outcomes. You will define and manage Major Incident readiness activities and success criteria. You will coordinate the response to all high priority technology incidents. You will develop and maintain formal incident documentation to track and report on incident metrics and key performance indicators (KPI). You will communicate incident updates to stakeholders in real time and collaborate with teams to analyze root cause. You will also facilitate post-incident reviews and executive summaries.

Additionally, as an Incident Manager, you will work with external vendors, internal teams, work streams, product owners, and technology to develop & maintain a comprehensive set of measurables and KPI. You will build relationships with stakeholders, partners, crew members, and peers. You will:

• follow policies and procedures,
• complete administrative tasks correctly and on time,
• support the company’s goals and values,
• participate in coordination of disaster recovery planning and preparation,
• build a great rapport with fellow associates, and treat others with respect and consideration regardless of their status or position,
• and perform other duties as assigned.

All associates are expected to maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

Minimum Requirements:To be considered for this position, you must possess the following qualifications.

• Bachelor’s degree in Computer Science or equivalent combination of education and related work experience
• 5+ years of relevant job experience

• ITIL Foundation certification
• Proven track record of managing Major Incidents in complex IT environments
• Strong process knowledge of IT Service Management (ITSM) methodologies with emphasis on ITIL-focused best practices
• Hands-on experience with Jira Service Management platform or similar ITSM tools
• Flexible, must be able to change priorities quickly, focus on new ones without distraction, deal with conflict and work under pressure to meet deliverable dates/timelines
• Excellent interpersonal and diplomatic skills as well as a positive attitude
• Strong communication skills, both verbal and written
• Strong organizational and planning skills, with experience building, executing, and improving tactical plans
• Ability to negotiate timelines, deliverables, and Service Level Agreements (SLAs) with a strong sense of urgency

Desired Qualifications:To be considered an ideal candidate, you should possess some of the following qualifications:

• Advanced degree or certification related to field
• 7+ years of relevant job experience
• Advanced ITIL certification
• Experience in the FinTech space
• Experience with administration of Jira Service Management incident workflows
• Experience with automating tools and processes to improve incident response times and decrease mean time to resolve incidents (MTTR)

Skills and Abilities:Below is a general list of desired skills and abilities; this is not an exhaustive list.

• Ability to make sound and timely decisions, to consistently deliver on commitments, and assume responsibility for results
• Ability to think creatively and meet challenges with resourcefulness
• Ability to prioritize competing demands and effectively manage multiple tasks and/or incidents
• Take initiative to research and resolve problems, and undertake activities with minimal supervision
• Strong analytical and problem solving skills, with the ability to quickly understand complex systems and identify the root cause of incidents
• Exceptional verbal, written and interpersonal communication skills with the ability to communicate complex technical issues to both technical and non-technical stakeholders
• Ability to work effectively under pressure, often in critical and time-sensitive situations

Work Environment:

• Hybrid office environment, manager permitting, with traditional hours
• Sitting for extended periods of time (typically no longer than 8 hours)
• Must be able to work at a rapid pace for long periods of time (typically no longer than 8 hours)
• Must be able to work overtime to the extent necessary
• Must be able to travel – estimated at 5% to 10% of the time

Incentive and Benefits: In addition to your financial compensation, we also offer a generous benefits package that includes insurance, 401k, an associate stock purchase program, paid time off, associate banking perks. For more information about the benefits offered click here.

Thank you for your application! 
 The Bank is committed to providing qualified applicants and associates reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. An applicant and/or associate requiring reasonable accommodation to perform any essential job function, should contact Human Resources.

The Bank's policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The Bank is proud to be a drug-free workplace.

Selected candidate(s) for hire must complete the following prior to employment: a criminal history report, global screen, drug screen, employment credit report and if applicable, a driving record. Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.