IT Major Incident Manager at Wintrust Financial Corporation in Rosemont, Illinois

Job Description:

Wintrust is a financial holding company with approximately $50 billion assets under management and traded on the NASDAQ:WTFC. Built on the "HAVE IT ALL" model, Wintrust offers sophisticated technology and resources of a large bank while focusing on providing service-based community banking to each and every customer. Wintrust operates fifteen community bank subsidiaries with over 170 banking locations in the greater Chicago and southern Wisconsin market areas. Additionally, Wintrust operates various non-bank business units including commercial and life insurance premium financing, short-term accounts receivable financing, out-sourced administrative services, mortgage origination and purchase, wealth management services and qualified intermediary services for tax-deferred exchanges.

Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 8 years) and Employee Recommended award by the Globe & Mail (past 6 years)




• Competitive pay and discretionary or incentive bonus eligible




• Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few




• Promote from within culture

Why join this team?

• Our team has the opportunity to interact with cross-functional teams, across the IT organization.




• Our team has visibility outside the IT organization, with our Major Incident Management program.




• Our team has an opportunity to learn multiple technology domains, as we participate in bridge calls.

Position Overview

Leads a team and executes practices in Major Incident and Problem Management functions within an Information Technology service management methodology (ITIL).  Collaborates with stakeholders, monitors and analyzes monthly metric reporting and program effectiveness.

Key Accountabilities

• Leads a team of professionals in managing the day-to-day operations and full life cycle management of Information Technology Major Incident and Problem Management.  This includes providing communication, facilitation, recording and management of active major incidents as well the Root Cause Analysis (RCA) process (Problem Management) and monitoring implementation of corrective actions.




• Strategically designs and matures the Major Incident and Problem Management programs, to include documentation and workflows to ensure they are relevant and current as well as evaluating tools to gain additional efficiencies.




• Collaborates with appropriate leadership and stakeholders to ensure all support guidelines are met as well as to gain an understanding of departmental business structure and requirements, to manage business Playbooks. 




• Responsible for providing metrics reporting and analytics for Major Incident and Problem Management, to appropriate Leadership and Committee’s. Monitors the effectiveness of the Major Incident and Problem Management program. 




• Works with the service management team to design and mature analytic performance improvements for, Major Incident and Problem Management.

Qualifications

• 5-7 years of related experience.




• 5 years of experience leading a team.




• Bachelor’s degree or equivalent.




• Strong knowledge of major incident management.




• Strong knowledge of ServiceNow and general knowledge of multiple Information Technology domains. 




• Strong communication and organizational skills. 




• Required - ITIL 4 Foundation Level. 




• Preferred – ITIL Leader.

#LI-HYBRID

From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicago’s Bank® and Wisconsin's Bank®, we need to reflect that diversity both in all the communities we serve, the people we employ, the organizations we work with, and our banking and lending practices. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran or any other characteristic protected by law.