IT Operations Specialist

Hilltop Holdings•Dallas, TX

About The Position

Hilltop Holdings is seeking an IT Operations Specialist for its Network Operations Center (NOC). The role monitors, reviews, and responds to alerts concerning the operational health of network, infrastructure, and application environments. The specialist manages major incidents, conducts root cause analysis, ensures successful batch processing, and collaborates with teams to resolve escalated issues. The position also involves communicating updates, providing feedback for improvements, and creating documentation.

Requirements

High school diploma, GED, or equivalent required.
At least 4 years of experience in an IT support role required; an IT degree or certifications may be considered in lieu of some required experience on a case-by-case basis.
Experience using and operating IT Service Management tools such as KACE, Remedy, or ServiceNow.
Strong knowledge of and experience with current Cisco, Microsoft Windows, and Microsoft Office products.
Ability to learn and retain knowledge of various systems, tools, and applications.
Strong analytical and troubleshooting skills and attention to detail.
Ability to work efficiently and effectively under pressure in a deadline-driven environment while maintaining a professional and mature demeanor.
Strong time management and organizational skills.
Strong verbal, written, and interpersonal communication skills, including the ability to interact with all levels of company employees.
Strong customer service skills.
Ability to work collaboratively in a team environment.
Ability to prioritize and work with minimal or no supervision.
Ability to execute procedures and follow established policies and procedures.

Nice To Haves

Bachelor’s degree, associate degree, or IT-related certifications.
Experience in the banking, mortgage, or financial services industry.
Basic knowledge of or familiarity with Active Directory group and account administration.

Responsibilities

Assess and manage major incidents during service interruptions or outages.
Monitor network, servers, and applications for availability, stability, and performance.
Monitor automated jobs or perform tasks to ensure successful completion of batch data processing.
Collaborate with cross-functional teams to resolve network, infrastructure, and application issues.
Assess the impact of issues on customers and take appropriate actions.
Respond promptly and efficiently to network, infrastructure, and application-related incidents.
Review alerts, operating conditions, and tickets proactively to identify trends and prevent potential customer-impacting issues.
Identify and isolate fault root causes in collaboration with other IT teams.
Maintain situational awareness of events and maintenance affecting service delivery.
Communicate incident status updates, resolutions, and potential impacts to stakeholders and management.
Provide feedback to improve best practices, procedures, and team operations.
Contribute to discussions on process improvements, tool enhancements, and team efficiency.
Create comprehensive documentation and workflows for teams.
Collect, analyze, and report data on network, infrastructure, and application performance.
Participate in the team on-call rotation.
Perform other team duties as assigned.