Lead Incident Mgmt
City National Bank
- Los Angeles, CA Jersey City, NJ
- $111,408-189,738 per year
- Permanent
- Full-time
As a member of City National's Technology & Innovation group, you will drive, develop, and maintain solutions for clients and colleagues. This is an exciting time of technology advancement and innovation across the bank, particularly within our technology teams.What you will do
- Prioritizes and Commands high priority major incident calls including communication with Executives and Crisis Management Teams
- Maintains and reviews high priority incident documentation in the Incident Management Module including sending Senior Leadership and stakeholder communications
- Lead the progress and development of the Post Incident Review (PIR) process and ensure proper improvements are designed and implemented. Focus on improvements in T&I participation, Reporting, and automation. Participates in and may Chair PIR meetings which includes note taking and distribution.
- Properly escalate and ensue the team properly escalates issues that have potential to generate impact including documenting problem records/tasks and known issues./ ensure proper procedures are followed with documentation in these areas
- Design and Generate reports to analyze and recognize incident trends, escalate and make suggestions on how to remediate.
- Participate in Change Review meeting. Approve Change Requests and ensure all Change Requests are in compliance and are appropriate for cross impact considerations.
- Design, coordinate and implement updates to the Incident mgmt process
- Oversee the development of a training program to help staff from many departments manage incidents efficiently and confidently. Inspire teams to work with the incident management team to ensure efficiency and standards compliance.
- Participate in audits and examinations of the Incident Management processes. Responsibility for tracking and closing audit findings and Self Identified issues and improvements in process and controls.
- Evaluate analyze and reports of trends and reoccurring issues. Escalate to the SLT and appropriate Risk and Operations committees as necessary and provide leadership for resolutions and improvements to resilience of systems and service availability.
- Ensure the Incident Management process is in compliance with all policies, standards and applicable regulations.
- Evaluate and document team performance reviews. Deliver team member reviews to the staff.
- All other appropriate duties as required.
- Bachelor's Degree or equivalent
- Minimum 10 years of IT experience
- Minimum 10 years of experience with Microsoft Office.
- Minimum 7 year in an Incident Management focused role
- ITSM Toolset and SharePoint experience preferred
- ITIL V4 Foundation Certification preferred
- ITIL V4 Managing Professional Certification preferred
- Knowledge of Incident management methodology
- Ability to communicate effectively across the reporting structure of an enterprise technology division
- General familiarity with an enterprise technology environment that involves server and cloud hosted applications, databases, network architecture and multiple technology platforms
- Experience working with regulatory auditors
- Experience managing meetings of assertive technical stakeholders and guiding discussions into decisions"
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Benefits and PerksAt City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues. Get an inside look at our .INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.'ABOUT CITY NATIONALWe start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to be at the heart of our company today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.#CA-AP#LI-AP