Infrastructure Engineer II - Incident Management Technician

Description

What sets Bank of the West apart from other banks is our team members–they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of more than 10,000 employees is vital to the success of our Bank. They reflect our modern western values—straightforward, entrepreneurial and optimistic. We seek to create a corporate culture that fosters and rewards excellence, encourages creative thinking and respects diversity – an environment where team members are engaged, supportive of one another and enthusiastic about serving our customers. Bank of the West offers the stability of a company that has a 135 year history and is part of BNP Paribas, a European leader in global banking and financial services and one of the 6 strongest banks in the world. We offer opportunities across our diverse business lines – Retail Banking, Commercial Banking, National Finance, and Wealth Management.

Main Responsibilities

The Incident Management Technician has broad responsibilities for the deployment of ITSM related process and services.  This includes but may not be limited to:

• Contribute to day-to-day operations as necessary assist co-workers in delivering our services
• Management of the Incident process for Bank of the West using ITIL practices and bank policies as guidance
• Support and serve as a Single Point of Contact (SPOC) for the Incident Management activities, guiding and enforcing process adherence across multiple IT Production teams
• Support and serve as SPOC for the Incident Management audit process
• Develop and maintain reporting which assist management in decision making
• Create and maintain training material as needed
• Create and maintain a service catalogue of Incident Management
• Participate and/or lead meetings with national counterparts or local IT Production teams
• Become a point of reference in the region for Incident Management practices and operation
   

Qualifications

Required Experience

• Minimum of 3 years of experience in ITSM, with focus on Incident Management
• Clear and precise knowledge of the relationships between the ITSM processes
• ITIL foundation certification (preferred)
• Ability to create a collaborative environment and deliver a consensus agreement with key IT personnel
• Ability to write communications, procedures, and implement preventative/detective controls highlighting process operation adherence of the lack of it
• 2 or more years of experience working within a command center environment with demonstrated record of success and increasing responsibility
• Exceptional communication skills, both written and verbal in order to communicate with executive level management
• Possess excellent organizational and interpersonal skills in order to handle multiple tasks concurrently and deliver under tight deadlines
• Associates or higher degree in Computer Science, Information Systems, Engineering, or a related field or equivalent experience 

Preferred Experience

• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and concisely to audiences of varying technical skills
• Ability to work effectively in geographically dispersed cross functional teams
• In depth knowledge of the Incident Management process workflow and process KRI/KPI’s
• Ability to coordinate with various technical and non-technical teams to achieve quality results
• ITIL v3 Foundation or higher (Practitioner, Intermediate, etc.) certification 
• Experience with a consolidated ITSM system and ITIL process minded
• Introduce new ideas to improve process effectiveness and efficiency
• Bachelor’s Degree in Computer Science, Information Systems, Engineering or related field or equivalent experience in Industry

Qualifications

Required Experience

• Minimum of 3 years of experience in ITSM, with focus on Incident Management
• Clear and precise knowledge of the relationships between the ITSM processes
• ITIL foundation certification (preferred)
• Ability to create a collaborative environment and deliver a consensus agreement with key IT personnel
• Ability to write communications, procedures, and implement preventative/detective controls highlighting process operation adherence of the lack of it
• 2 or more years of experience working within a command center environment with demonstrated record of success and increasing responsibility
• Exceptional communication skills, both written and verbal in order to communicate with executive level management
• Possess excellent organizational and interpersonal skills in order to handle multiple tasks concurrently and deliver under tight deadlines
• Associates or higher degree in Computer Science, Information Systems, Engineering, or a related field or equivalent experience 

Preferred Experience

• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and concisely to audiences of varying technical skills
• Ability to work effectively in geographically dispersed cross functional teams
• In depth knowledge of the Incident Management process workflow and process KRI/KPI’s
• Ability to coordinate with various technical and non-technical teams to achieve quality results
• ITIL v3 Foundation or higher (Practitioner, Intermediate, etc.) certification 
• Experience with a consolidated ITSM system and ITIL process minded
• Introduce new ideas to improve process effectiveness and efficiency
• Bachelor’s Degree in Computer Science, Information Systems, Engineering or related field or equivalent experience in Industry