UMB Bank Manager, Network Ops Center in Kansas City, Missouri
What You'll Do:
Manage the operations of the NOC, focusing on ongoing proactive and reactive monitoring and notification of IT-related outages and application/service interruptions.
Responsible for continuing the evolution of Incident Management and will work to continually improve the Incident Management function, processes and procedures to ensure end-to-end service quality and ¿industry-best¿ customer service.
Establish practices for monitoring Applications and Infrastructure availability and uptime.
Work with IT managers to implement monitoring, notifications and escalation procedures for newly implemented software, platforms and systems.
Drive the development and management of scripted procedures to check and report on system health and availability.
Develop, implement and manage notification and escalation procedures around planned and unplanned IT related outages and service interruptions.
Responsible and accountable to coordinate and provide timely updates to outage related announcements and notifications.
Manage NOC resources as points of contact for ongoing vendor-driven outages and incidents.
Stay current with technologies used within the company and the dependencies of production on these technologies. Stays current with leading industry technologies and practices in IT Service Management by researching and attending relevant seminars as required.
Assist with the maintenance and on-going development of incident tracking and call reporting systems.
Assist with creating and managing incident and problem management service support processes as defined by ITIL.
Perform staff management such as 1:1 meetings, performance review and performance management.
Foster motivation in the workplace; promote and sustain a motivated and high-performing team.
Provide performance metrics and service level reports.
Oversee and approve working schedule for NOC associates. Determine appropriate coverage hours and staff appropriately
In this Role, You will Need:
Proven track record of managing technical operations and support teams.
Demonstrated knowledge and experience working with a wide-range of enterprise technologies, including but not limited to, distributed services (server and database), network, mainframe, middleware (message queues, ESBs), storage, web architecture, and virtualization.
Demonstrated understanding of UMB's lines of business and developing a deep understanding of the applications and infrastructure components supporting those businesses and services.
Demonstrated capacity for organization, prioritization, and management in a dynamically changing environment
Ability to establish rapport with users and conducts business in a highly professional manner
Proven familiarity with enterprise-class incident tracking software such as ServiceNow.
Solid working knowledge and hands-on experience with enterprise IT monitoring tools such as Cisco SevOne, Microsoft System Center, Splunk and other similar technologies.
Experience with MS Office Suite
Culture of Diversity and Inclusion: We are committed to building a strong UMB by hiring talented, high-performing associates with diverse backgrounds. Maybe you simply want to work at a company where you have a voice and an opportunity to share your unique ideas.
Please visit us at careers.umb.com to view a list of all available opportunities. UMB is an Equal Opportunity Employer. Principals only. No 3rd parties or agencies, please.
Who You Are:
Bachelor¿s degree and six (6) years experience in a technical IT infrastructure, security or application role
Four (4) years supervisory experience in a technical IT infrastructure, security or application environment
Three (3) years of process improvement experience with broad knowledge of process improvement methodologies (e.g. ITIL, Six Sigma)
We strive to deliver the unparalleled customer experience, and show customers they can count on more from UMB. The same is true for our associates. You can count on more benefits, more training, more support, and more opportunity!
What you'll get:
Unique Benefit Programs : We offer a great benefits package including several unique programs like an incentive-based wellness program, parental leave, adoption assistance and health care for you, your spouse or domestic partner, your dependents and even your pets!!
Community Involvement: Giving back is a big part of who we are! We support several great causes throughout the UMB footprint. We even offer Volunteer Time Off, which allows associates to dedicate 16 hours a year to a worthy cause of their choice.
Professional Development: We provide our associates with the tools they need to support their career goals - including training, tuition reimbursement and career guidance.
Any Cisco or Microsoft certifications a plus
Manager, Network Operations Center
Enterprise Technology & Ops
1008 Oak Street