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Pittsburgh, Pennsylvania, United States
Onsite
Not Available
**Please note: this on-site position is based at our Financial Center in Pittsburgh, PA. Candidates must be local, or willing to relocate to the area.
FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.
At First National Bank, we value relevant experience and the accomplishments you’ve achieved throughout your career. For this position, equivalent experience may be considered in lieu of the education requirements listed below. Specifically, we will accept two (2) years of commensurate experience with an associate degree, or four (4) years of commensurate experience without a bachelor’s degree.**
Core Required Technical Skills
Nice to Have
Position Title: IT Incident Manager
Business Unit: Technology
Reports to: Director of Service Quality
Position Overview:
The IT Incident Manager is responsible for coordinating troubleshooting and remediation efforts during major incidents with the goal of minimizing the scope and duration of technology outages. Additionally, the IT Incident Manager conducts formal postmortems to document incident root cause, identifies corrective actions, and drives process improvements.
Primary Responsibilities:
Defines and drives adoption of formal IT Incident Management practice with strong integration to other ITIL practices (Change Management/Problem Management). Builds highly repeatable processes to enable swift response to system outages. Defines performance targets.
Implements tools and processes to ensure responders and stakeholders are engaged and aware when outages occur.
Initiates formal IT Incident response during outages and coordinates resources to resolve issues with minimal business impact. Works collaboratively with NOC to capture incident details for analysis.
Conducts formal postmortems for all P1 incidents to identify opportunities for IT process improvements. This includes evaluation of vendor performance during remediation efforts.
Liaises effectively with Corporate Emergency Management to address requirements for strategic response by the business. This activity focuses primarily on mitigating customer impacts and protecting FNB's reputation.
Conducts regular mock drills to guarantee organizational readiness when responding to a wide array of technology incident scenarios.
Produces robust reporting/metrics to show trending versus defined performance targets.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.
Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:
Associates
Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:
5
Skills Required to Perform the Primary Responsibilities of this Position:
Excellent organizational, analytical and interpersonal skills
Detail-oriented
Excellent customer service skills
Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:
N/A
Physical Requirements or Work Conditions Beyond Traditional Office Work:
N/A
Equal Employment Opportunity (EEO):
It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.
FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.