Incident & Problem Manager
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Job Description
Managing all IT major incidents at SouthState Bank with responsibilities in communication, stakeholder management, and problem resolution.
Responsibilities:
- Responsible for the end-to-end management of all IT major incidents
- Leveraging PagerDuty to issue all communications and providing key stakeholder management notification and updates.
- Facilitate, and chair all investigation activities, meetings, and conference calls.
- Form action plans with specific actions, roles, and deadlines, and ensuring these are completed.
- Manage processes and resources including third parties to include resolving conflict to move forward to resolution.
- Accountable for resolving the outage via workaround or permanent fix
- Ensure all administration and reports are maintained and up to date
- Support and nurture process improvements and knowledge base improvements
- Provide periodic major incident and Problem Management metrics reports
Requirements:
- Bachelor’s Degree in IT related field or related
- 5+ years of operational or incident management experience
- 3+ years of experience using enterprise communication tools such as PagerDuty, Teams and Outlook
- Ability to effectively communicate both and up and down throughout the organization and ability to swivel between business and IT employees.
- Ability to effectively multitask and handle competing priorities.
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams)
- Experience working remote while staying engaged with various teams.
Benefits:
- Required annual compliance training
- New Employee Orientation
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