Incident & Problem Manager - Remote

South State Bank•Winter Haven, FL

9h•$66,440 - $106,131•Remote

About The Position

The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward. Since our beginnings in the 1930s to becoming a trusted financial partner across the South and beyond - we are known for combining personal relationships with forward-thinking solutions. We are committed to helping our team members find their success while maintaining the integrity of our values: building trust, fostering lasting relationships and pursuing excellence. At SouthState, individual contributions are recognized, potential is cultivated and team members are inspired to achieve their greater purpose. Your future begins here! SUMMARY/OBJECTIVES The Major Incident Manager/Problem Manager is responsible for the end-to-end management of all IT major incidents. Their role and responsibilities are extremely varied and include (amongst others): Leveraging PagerDuty to issue all communications and providing key stakeholder management notification and updates. Facilitating, and chairing all investigation activities, meetings, and conference calls. Forming action plans with specific actions, roles, and deadlines, and ensuring these are completed. Manage processes and resources including third parties to include resolving conflict to move forward to resolution. Being accountable for resolving the outage via workaround or permanent fix Ensuring all administration and reports are maintained and up to date, including weekly post major incident reviews and host problem management reviews. Supporting and nurturing process improvements and knowledge base improvements Continually maintaining and developing the PagerDuty tool and resources to manage major incidents effectively. Providing periodic major incident and Problem Management metrics reports. ESSENTIAL FUNCTIONS Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) Help drive resolution and ownership for client impacting incidents that have been promoted to a major incident. Act as first escalation point for Bank Operations in the event of suspected or confirmed service interruption or degradation. Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible. Conducts escalation to service teams, senior management, and leaders to ensure appropriate awareness, engagement, and focus. Coordinating large cross functional teams Reporting, Metrics, and analysis trends Vendor/Inhouse/Process Failures Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders). Work closely with SMEs to quickly identify customer impact (who, how, when). Coordinates and drives Restoration of Service for Major Incident events. Vendor management/relations/escalations Identifying root cause and mitigation You'll be the quarterback of conference calls, commanding and controlling aspects of the meetings to maintain details of problems, identify needs to mitigate impact, take steps to restore service, and provide ETAs of resolutions. You'll drive calls of upwards of 50 associates and engage teams needing RCA for issues. Identify trends related to Incidents, Change and Problem and recommend viable solutions to prevent future occurrences, partnering with multiple divisions throughout the firm to drive a reduction in client impacting incidents. Open problem records and assign tasks for all incidents you have ownership of Ability to provide a graceful hand off to the IT Services Director if an incident will escalate to P1 while continuing to stay engaged throughout the entire life cycle. Help with the review of and the acceptance or rejection of major incident proposals. Support and drive automation, elimination, and simplification of our current processes Propose and undertake routine preventative actions to avoid service interruption or degradation. Host and participate in incident reviews (Problem Management) to track updates, correction action plan, root cause, preventative action plan. Ensure the closure of all incident records.

Requirements

Proven incident management experience.
Leadership experience
Outstanding communications skills, both written and verbal strong team-oriented attitude
Broad IT knowledge and experience
Excellent troubleshooting skills with experience
Strong Understanding of Information Technology Infrastructure Library (ITIL)
Understanding of application architecture at a high level and its related components like network, storage, DB, OS.
Minimum rudimentary understanding of cloud technology
Experience in the financial services or banking domains
Education. Bachelor’s Degree in IT related field or related
Experience: 5+ years of operational or incident management experience
3+ years of experience using enterprise communication tools such as PagerDuty, Teams and Outlook
Ability to effectively communicate both and up and down throughout the organization and ability to swivel between business and IT employees.
Ability to effectively multitask and handle competing priorities.
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams)
Experience working remote while staying engaged with various teams.
Must be able to stand and/or sit for long periods of time.
Must be able to effectively access and interpret information on computer screens, documents, reports, and cash denominations, and identify customers.
Must be accustomed to professional, business office environment in manner and dress. Must demonstrate excellent human relations skills with customers and bank associates. Must be willing to participate as a team member.
Telecommuting roles no matter if hybrid or 100% full time telecommuting must have a secure home office environment that is free from background noise and distractions.
They must also have a reliable private internet connection that is not supplied by use of cellular data (hot spot). Cable or fiber connections are preferred.
Requirements are subject to change, as new systems and technology is delivered.

Responsibilities

Leveraging PagerDuty to issue all communications and providing key stakeholder management notification and updates.
Facilitating, and chairing all investigation activities, meetings, and conference calls.
Forming action plans with specific actions, roles, and deadlines, and ensuring these are completed.
Manage processes and resources including third parties to include resolving conflict to move forward to resolution.
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up to date, including weekly post major incident reviews and host problem management reviews.
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing the PagerDuty tool and resources to manage major incidents effectively.
Providing periodic major incident and Problem Management metrics reports.
Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Help drive resolution and ownership for client impacting incidents that have been promoted to a major incident.
Act as first escalation point for Bank Operations in the event of suspected or confirmed service interruption or degradation.
Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible.
Conducts escalation to service teams, senior management, and leaders to ensure appropriate awareness, engagement, and focus.
Coordinating large cross functional teams
Reporting, Metrics, and analysis trends Vendor/Inhouse/Process Failures
Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders).
Work closely with SMEs to quickly identify customer impact (who, how, when).
Coordinates and drives Restoration of Service for Major Incident events.
Vendor management/relations/escalations
Identifying root cause and mitigation
You'll be the quarterback of conference calls, commanding and controlling aspects of the meetings to maintain details of problems, identify needs to mitigate impact, take steps to restore service, and provide ETAs of resolutions.
You'll drive calls of upwards of 50 associates and engage teams needing RCA for issues.
Identify trends related to Incidents, Change and Problem and recommend viable solutions to prevent future occurrences, partnering with multiple divisions throughout the firm to drive a reduction in client impacting incidents.
Open problem records and assign tasks for all incidents you have ownership of
Ability to provide a graceful hand off to the IT Services Director if an incident will escalate to P1 while continuing to stay engaged throughout the entire life cycle.
Help with the review of and the acceptance or rejection of major incident proposals.
Support and drive automation, elimination, and simplification of our current processes
Propose and undertake routine preventative actions to avoid service interruption or degradation.
Host and participate in incident reviews (Problem Management) to track updates, correction action plan, root cause, preventative action plan.
Ensure the closure of all incident records.