IT Service Operations Engineer
Company: Disability Solutions
Location: Columbus
Posted on: October 6, 2024
Job Description:
Job Title:IT Service Operations EngineerLocation:OH -
ColumbusWhat 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/ITSM 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 services 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 industry standards to improve the
efficiency and effectiveness of operations. Performance Metrics:
- Define and monitor key performance indicators (KPIs) for ITIL
Service Operations, reporting on performance and identifying areas
for improvement.
- Develop reports and dashboards to provide insights into network
health and performance.
- Participate with monthly I&O operations review.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science,
or a related field
- Proven experience in operations and ITIL/ITSM, with at least 5
years of managerial experience
- In-depth knowledge ITIL/ITSM service operations best
practices
- Strong leadership and people skills, with the ability to
motivate and guide a diverse team
- Excellent problem-solving and decision-making abilities,
especially in high-pressure situations
- Effective communication skills, both written and verbalGeneral
Duties and Responsibilities
- Lead and coach operation engineers with ITIL/ITSM best
practices
- Foster a customer-centric work environment that motivates the
team and meets company goals.
- Serve as a point of escalation for ITIL/ITSM process issues,
striving to reduce future escalations.
- Collaborate with Team members to ensure effective training and
development of all operational personnel.
- Identify inefficiencies and lead improvement initiatives to
enhance service quality and operational efficiency.Essential Duties
- Understand and create reports and dashboards relating to
ITIL/ITSM service operations.
- Understand and gather data to gather detect, diagnose, restore
and remediate.
- Establish SLAs for each of the service operation areas working
with owners.
- Provide continuous performance coaching and guidance.
- Ensure adherence to established procedures and processes.
- Support audit activities.
- Work with L1 teams, help train and "shift left" where possible,
review events and alerts to drive business value.
- Work with L2/3 teams enforcing procedures.
- Monitor key performance goals and ensure achievement of service
level objectives.Benefits you'll love:We offer all the important
things you'd want - like competitive salaries, an ownership stake
in the company, medical and dental insurance, time off, a great
401k matching program, tuition assistance program, an employee
volunteer program, and a wellness program. In addition, you'll have
the opportunity to bolster your business knowledge, learning the
ins and outs of how successful companies operate and manage their
finances, giving you invaluable hands-on experience to help grow
your career!About the company:Western Alliance Bank is a wholly
owned subsidiary of Western Alliance Bancorporation. Alliance Bank
of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank,
First Independent Bank, and Torrey Pines Bank are divisions of
Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western
Alliance Bank company.Western Alliance Bancorporation is committed
to equal employment and will consider all qualified applicants
without regard to race, sex, color, religion, age, nation origin,
marital status, disability, protected veteran status, sexual
orientation, gender identity or genetic information. Western
Alliance Bancorporation is committed to working with and providing
reasonable accommodations for individuals with disabilities. If you
are an individual with a disability and require a reasonable
accommodation to complete any part of the application process
and/or need an alternative method of applying, please email
HR@westernalliancebank.com or call 602-386-2488. When contacting
us, please provide your contact information and state the nature of
your accessibility issue. We will only respond to inquiries
concerning requests that involve a reasonable accommodation in the
application process.-- Western Alliance Bancorporation
Keywords: Disability Solutions, Middletown , IT Service Operations Engineer, Engineering , Columbus, Ohio
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