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IT Service Operations Engineer

2 months ago

Phoenix, United States Western Alliance Bank Full time
Job Title:
IT Service Operations Engineer

Location:
OH - Columbus

What you'll do:
The IT Service Operations engineer will work with L1, L2 and other teams to design and create plans of action to improve end to end services. Continue to refine and improve ITIL service operations with reporting, documenting, assessments, creating and updating policies and procedures, and establishing standards. Assist with audits, gathering evidence and working identified issues to ensure compliance. Partners with incident, problem, change, event/alert, capacity and other operational services to establish training, roadmaps, and leverages best IT Infrastructure Library (ITIL) practices.
Western Alliance Bank Corporation is looking for an IT Operations Engineer with the responsibility for the effective delivery of service operation that meets the expectations and service levels of the business. As engineer of the customer facing operation, you'll have a strong commitment to delivering exceptional customer service. Within this role you will design and create plans of action to improve end to end services.
Your responsibilities will include the refinement and improvement of ITIL service operations. You will pro-actively support the Director of IT Operations with his reporting-, documenting-, assessment efforts, and you will help creating and updating policies, standards, and procedures.
Furthermore, you will assist with audits, gathering evidence and working identified issues to ensure compliance with laws, rules, and regulations. You will be skilled in applying ITIL best practice processes to ensure all aspects of the IT infrastructure including incidents, problems, changes, events and alerts, capacity and other operational services and support service run smoothly and meet the needs of its business community.

What we are looking for:

Responsibilities:
  • Leadership:
    • Foster a collaborative and positive work environment that encourages innovation and continuous improvement.
    • Mentor, train and consult operations for process improvements
    • Help establish workflows, processes, and standards
  • Process Improvement:
    • Continuously evaluate and enhance ITIL service operation processes
    • Implement best practices and industry standards to improve the efficiency and effectiveness of operations.
  • Service Operations Management:
    • Support and participate with incident, problem, change, capacity, event, and alert management.
    • Work with Operational resilience team providing data and requirements to look at things proactively.
    • Create and assist creating dashboards with relevant information for senior management
    • Review events to determine thresholds for alerts.
    • Review alerts and make recommendations to improve the ability to detect faster and diagnose.
    • Work with application and product owners to understand capacity and performance issues and collaborate to remediate.
    • Work with NOC and application and product owners to remediate errors, improve response times and availability.
    • Review events to determine thresholds for alerts.
    • Review alerts and make recommendations to improve the ability to detect faster and diagnose.
    • Work with application and product owners to understand capacity and performance issues and collaborate to remediate.
    • Work with NOC and application and product owners to remediate errors, improve response times and availability
Documentation:
  • Ensure accurate and up-to-date documentation of procedures.
  • Support and provide evidence for audit support.
  • Create evidence on all audit action on a regular basis with validation
  • Regularly review and update documentation to reflect changes in the environment.
  • Create and update reports and dashboards
  • Process Improvement:
    • Continuously evaluate and enhance ITIL service operation processes by applying Continual Service improvement methods and practices.
    • Implement best practices and industry standards to improve the efficiency and effectiveness of operations.
Performance Metrics:
  • Define and monitor key performance indicators (KPIs) for ITIL Service Operations, reporting on performance and identifying areas for improvement.
  • Develop reports and dashboards to provide insights into network health and performance.
  • Participate with monthly I&O operations review.
Qualifications:
  • Bachelor's degree in Information Technology, Computer Science, or a related field
  • Proven experience in operations and ITIL, with at least 5 years of managerial experience
  • In-depth knowledge ITIL service operations best practices
  • Strong leadership and people skills, with the ability to motivate and guide a diverse team
  • Excellent problem-solving and decision-making abilities, especially in high-pressure situations
  • Effective communication skills, both written and verbal
    General Duties and Responsibilities
    Lead and coach operation engineers with ITIL best practices
  • Foster a customer-centric work environment that motivates the team and meets company goals.
  • Serve as a point of escalation for ITIL process issues, striving to reduce future escalations.
  • Collaborate with Team members to ensure effective training and development of all operational personnel.
  • Identify inefficiencies and lead improvement initiatives to enhance service quality and operational efficiency.
Essential Duties
  • Understand and create reports and dashboards relating to ITIL service operations.
  • Understand and gather data to gather detect, diagnose, restore and remediate.
  • Establish SLAs for each of the service operation areas working with owners.
  • Provide continuous performance coaching and guidance.
  • Ensure adherence to established procedures and processes.
  • Support audit activities.
  • Work with L1 teams, help train and "shift left" where possible, review events and alerts to drive business value.
  • Work with L2/3 teams enforcing procedures.
  • Monitor key performance goals and ensure achievement of service level objectives.


Benefits you'll love:
We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR[redacted] or call [redacted]. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation