Problem & Incident Manager

East West Bank • El Monte, CA

1d

About The Position

East West Bank is seeking an experienced Problem & Incident Manager to join its Network Operations Center (NOC) organization. The position leads enterprise Problem Management practices and supports Major Incident Management for the Bank’s mission-critical technology environment, including banking applications that require high availability and operational resilience. It partners with NOC leadership, service owners, infrastructure teams, and business stakeholders to maintain service stability, improve operational maturity, and drive continuous service improvement.

The role owns Problem Management from identification through closure, investigates recurring incidents and systemic risks, facilitates root-cause analysis, coordinates corrective actions, and drives permanent resolutions. It also leads real-time response to major technology incidents, including acting as Incident Commander for Severity 1 and Severity 2 events, coordinating technical response teams, facilitating incident communications, and driving service restoration.

The manager develops operational reporting and dashboards, supports regulatory and audit requirements, and works with NOC teams on 24x7 operational support, monitoring, escalation, readiness, maintenance planning, disaster recovery exercises, and change risk assessments. The position promotes compliance with applicable banking regulations, internal controls, and IT service management practices.

Requirements

• Minimum 7 years of experience in Problem and Incident Management, Major Incident Management, NOC Operations, or Technology Operations.
• Experience leading enterprise-wide incident response involving multiple technology teams.
• Experience conducting Root Cause Analysis and managing corrective action programs.
• Strong understanding of IT Service Management concepts, including Incident, Problem, Change, and Major Incident Management.
• Experience with Jira Service Management, ServiceNow, or similar ITSM platforms.
• Strong communication and stakeholder management skills.
• Exceptional documentation, organizational, and analytical abilities.
• Ability to perform effectively during high-pressure and high-visibility incidents.
• Legal authorization to work in the United States; visa sponsorship is not offered.

Nice To Haves

• ITIL Foundation or ITIL Managing Professional Certification.
• Experience supporting financial services, banking, or highly regulated environments.
• Experience with LogicMonitor, Splunk, Grafana, Dynatrace, AppDynamics, Datadog, or similar observability platforms.
• Familiarity with FFIEC, FDIC, SOX, and regulatory technology controls.
• Knowledge of cloud, network, server, storage, and end-user computing environments.

Responsibilities

• Own the enterprise Problem Management process from identification through closure.
• Analyze incident trends to identify recurring service disruptions and systemic technology risks.
• Facilitate Root Cause Analysis investigations following major incidents and recurring issues.
• Coordinate cross-functional teams to identify root causes, contributing factors, and corrective actions.
• Assign, track, and ensure completion of corrective actions according to established timelines.
• Conduct problem review meetings and report status to technology leadership.
• Maintain a repository of Known Errors, Workarounds, and Problem Records.
• Drive permanent resolutions that reduce incident volume and improve service reliability.
• Lead real-time Major Incident Management for technology incidents affecting business-critical systems and services.
• Act as Incident Commander during Severity 1 and Severity 2 incidents.
• Coordinate technical response teams across Infrastructure, Cloud, Network, Security, Desktop Services, Telecom, and Application Support.
• Facilitate incident bridge calls and communication between technical teams and business stakeholders.
• Drive rapid service restoration while minimizing business impact.
• Provide timely status updates, impact assessments, and business communications to maintain executive visibility.
• Monitor incidents through resolution and document actions in the ITSM platform.
• Establish and continually improve Major Incident Management procedures, playbooks, and escalation processes.
• Develop and maintain operational dashboards and metrics for Incident and Problem Management.
• Analyze operational trends and recommend continual improvements.
• Assist leadership with operational reports, service metrics, and executive dashboards.
• Support regulatory, audit, risk management, and compliance reporting requirements.
• Partner with NOC teams to provide 24x7 operational support for critical banking applications and infrastructure platforms.
• Support monitoring, escalation, and coordination for critical production environments.
• Participate in operational readiness reviews, maintenance planning, disaster recovery exercises, and change risk assessments.
• Assist with service restoration involving cloud services, enterprise infrastructure, networking, telecommunications, and business applications.
• Support incident response affecting Azure, Microsoft 365, networking, telecommunications, voice systems, and enterprise platforms.
• Ensure Incident and Problem Management activities comply with banking regulatory expectations, including FDIC, SEC, FFIEC, SOX, and internal audit requirements.
• Maintain complete documentation and evidentiary records for audits and examinations.
• Participate in regulatory reviews, audits, and operational risk assessments as required.
• Promote adherence to ITSM governance frameworks, operational controls, and service management best practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed