IT Incident Manager

4 weeks ago

los angeles, United States Premier America Credit Union Full time

Job Title: IT INCIDENT MANAGER - On Prem


At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family


Overview:


The IT Incident Manager - On Prem is responsible for overseeing and managing incidents that disrupt IT services and to ensure incidents are resolved quickly, with the appropriate teams and resources engaged promptly and efficiently to minimize the impact on business operations. The Incident Manager will work closely with IT Service Desk Level 1, Level 2 and Level 3 to escalate issues as needed and ensure timely resolution in accordance with Service Level Agreements (SLAs).


What You Will Do:


  • Develop and maintain a system to prioritize IT Incidents based on their impact on the business and the criticality of affected systems post-incident reviews to analyze what happened, why it happened, and how similar incidents can be prevented in the future.
  • Update the knowledge base and documentation to facilitate quicker resolution of similar incidents in the future. Able to notate key challenges
  • Being able to problem solve making rapid decisions and divert / allocate resources during times of high pressure.
  • Balancing priorities during times of high pressure or multiple system issues.
  • Ensuring strong and accurate communications are maintained throughout incidents.
  • Assumes responsibility for establishing and maintaining effective communication and coordination with Premier America Team Members.
  • To lead, own and manage the Change and Release Management process.
  • Ensure changes are recorded and evaluated, and that authorized changes are planned, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner.
  • Assist in disaster recovery operations and testing.
  • Document and track all support interactions in the ticketing system.
  • Work closely with Level 1, Level 2 and Level 3 support to provide guidance and escalate issues when necessary.
  • Collaborate with other IT teams to resolve complex issues.
  • Identify opportunities for process improvement and implement solutions
  • Participate in team meetings and contribute to the overall success of the IT department.



What We Are Looking For:


  • 5-10 years of experience in IT service incident management practices.
  • Experience working with IT systems and software, including Service Desk Software.
  • Strong knowledge of IT service management practices.
  • Major Incident Manager (MIM), CREST Certified Incident Manager (CCIM), ITIL 4 Practitioner, ITIL 4 Managing Professional (ITIL MP), ITIL Master in IT Service management (ITIL M) Certifications are highly desirable. EDUC
  • Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
  • Excellent verbal and written communication skills.
  • Strong organizational and time management abilities.
  • Ability to work under pressure and handle multiple tasks simultaneously.
  • Strong customer service orientation and interpersonal skills.
  • Advanced knowledge of computer hardware, software, and networking technologies
  • Experience with enterprise-level computing environments.
  • Experience with ticketing systems and ITSM practices
  • Strong troubleshooting skills for software, hardware, and network issues.
  • Symitar experience is a plus
  • Thorough knowledge of modern OS architecture concepts and communications protocols.
  • Expert knowledge of computer hardware and software and its related infrastructure components and/or operating environment identified in the assignment requirements.


Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer – Veterans / Disabled

Drug-free Workplace


Pay Grade Info:


To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State. We set standard pay ranges for all roles based on function and level of expertise, benchmarked against similar stage growth companies. Final offer amounts are determined by multiple factors including, skills, depth of work experience and relevant licenses/credentials, and may vary from the amounts listed below.


The base pay range for this position is: $116k annually


Perks Important to You:


Our Team Members enjoy the following rewards and benefits:

· Competitive pay

· Subsidized health care including medical, dental and vision

· FSA and HSA

· Company-Paid Life and A&D insurance

· Discounts on loans (must be a member)

· Paid Vacation, Holiday, and Sick time

· 401k Retirement Saving Plan with a 6% safe harbor employer match

· Educational Assistance Program and more


About Us:


Founded in 1957, Premier America is one of the nation’s largest credit unions, with over 100,000 members and more than $3 billion in assets. But more importantly, we are ever mindful of one crucial fact: we exist to serve the needs of all members - the owners of Premier America. With a large retail branch network, access to over 30,000+ surcharge-free ATMs; and the Shared Branch Network, Premier America provides financial services to those who live, work, worship or attend school in the Ventura and Los Angeles counties of California, and Harris County in Texas.

Credit unions, such as Premier America, have a rich history evolving from the idea that people working together can create better financial solutions, especially when as owners, members have a vested interest in their collective success. Whether offering higher savings rates and affordable mortgage options, loans for unexpected emergencies or financial counseling during difficult times, credit unions have always made a meaningful difference in the lives of members.

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