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Major Incident Manager

Company: SVB Financial Group
Location: Tempe
Posted on: January 23, 2023

Job Description:

BE PART OF A BANK LIKE NO OTHER.

When you work with the world's most innovative companies, you know you're making a difference.

Our clients are the game changers, leaders and investors who fuel the global innovation economy. They're the businesses behind the next medical breakthroughs. And the visionaries whose new technologies could transform the way people live and work.

They come to SVB for our expertise, deep network and nearly forty years of experience in the industries we serve, and to partner with diverse teams of passionate, enterprising SVBers, dedicated to an inclusive approach to helping them grow and succeed at every stage of their business.

Join us at SVB and be part of bringing our clients' world-changing ideas to life. At SVB, we have the opportunity to grow and collectively make an impact by supporting the innovative clients and communities SVB serves. We pride ourselves in having both a diverse client roster and an equally diverse and inclusive organization. And we work diligently to encourage all with different ways of thinking, different ways of working, and especially those traditionally underrepresented in technology and financial services, to apply.

Job Description:

About SVB

Silicon Valley Bank is the most sought-after financial partner in the global innovation economy. We bring together entrepreneurs, investors, ventures capitalists, and private equity firms to move their bold ideas forward, fast. Our clients define what comes next. In the past 35+ years, we have accumulated more experience with start-ups and high-growth tech than any other company in the world. In fact, majority of the most compelling Fintech disruptors bank with us. Our clients include: Beyond Meat, Shopify, HelloFresh, Cloudera, and Andreessen Horowitz, just to name a few. Our accomplishments serve as motivation to continue pushing ourselves and we are committed to delivering user-centered, high-impact solutions to our clients. We are looking for creative thinkers who want to challenge the status quo and create a truly seamless digital banking experience on a global scale.

Incident Manager Responsibilities:

  • Ability to oversee the Incident Management process and functional support members involved in resolving the incident.
  • Exhibit strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills. Must be able to handle stressful situations and think critically when time is of the essence.
  • Strong understanding of the IT environment, technologies in relation to business needs.
  • Acts as a facilitator for Incident Management processes, communicate with different SVB team members based on incident priority matrix
  • Ability to respond to a reported service incident, identifying the cause, and initiating the incident management process.
  • Prioritizing incidents according to their urgency and influence on the business and/or client, utilizing the defined Priority Matrix guideline.
  • Ability to produce documents that outline incident protocols such as how to handle business disruptions or failures.
  • Collaborating with the Incident Management team to ensure that all incident defined protocols are diligently followed.
  • Logging all incidents and their resolution to see if there are recurring malfunctions.
  • Adjusting the Incident Management process as required to ensure its effectiveness.
  • Ability to communicate with Upper Level SVB Management if major issues are found within the IT system.
  • Act as a Liaison with the Business, SVB Technical Support Teams, Business Partners and Incident Management to help coordinate the resolution of incidents.
  • Managing the incident response members and business partners by assigning time dependent workloads and re-scheduling non-urgent tasks.
  • Assists in auditing of the process for compliance with documented procedures.
  • Ability to provide weekend coverage on a rotational basis.
  • Ability to have schedule flexibility, providing business required coverage.

    Incident Manager Requirements:

    • Bachelor's degree in information technology, IT System Support, or a related field.
      • A minimum of 5 years' experience working in IT service management, or a similar role.
      • Working knowledge of IT Service Management software including ITIL, COBIT and JIRA.
      • Ability to analyze and prioritize a high volume of technical data and work in a fast-paced environment
      • Strong problem solving, analytical and time management skills.
      • Excellent managerial skills and the ability to collaborate with other team members and functional support teams.
      • Experience implementing quality guidelines, standards, and procedures.
      • Working knowledge using Microsoft suite of Desktop products which includes Excel. Word, PowerPoint, or other reporting tools.
      • Experience working within support organizations, Incident Management, Service Management tools (i.e., ServiceNow) and SaaS products.
      • Possess an in-depth knowledge and experience across key architecture layers, including business functionality, applications, infrastructure, and environment operations.
      • Strong written and verbal communication skills with the ability to interact with all levels within the organization.

        Base Pay:
        $88,273.00 - $121,927.00

        Actual starting base pay will be determined on skills, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.

        SVB benefit programs are designed to meet our employees where they are in life. SVBers may enroll in core benefits programs, plus take advantage of customized perks and offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here.

        - 2022 SVB Financial Group. All rights reserved. SVB, SVB FINANCIAL GROUP, SILICON VALLEY BANK, MAKE NEXT HAPPEN NOW and the chevron device are trademarks of SVB Financial Group, used under license. Silicon Valley Bank is a member of the FDIC and the Federal Reserve System. Silicon Valley Bank is the California bank subsidiary of SVB Financial Group (Nasdaq: SIVB).

        Equal Employment Opportunity

        Silicon Valley Bank is an equal opportunity employer and is dedicated to expanding its commitments and investments to create a more diverse, equitable and inclusive company culture and innovation ecosystem. We are strongly committed to the values and policy of equal employment opportunity across our employment practices.

        Silicon Valley Bank UK Limited is registered in England and Wales at Alphabeta, 14-18 Finsbury Square, London EC2A 1BR, UK (Company Number 12546585). Silicon Valley Bank UK Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority (Firm Reference Number 543146). Details about the extent of our regulation by the Prudential Regulation Authority are available from us on request.

Keywords: SVB Financial Group, Tempe , Major Incident Manager, Executive , Tempe, Arizona

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