IT Service Operations Engineer

2 months ago

Grove City, 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

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