Job Summary: 

• Monitor and evaluate security incidents, system alerts, audit events, and other activity for potential threats against the Bank.
• Detect anomalies, malware infections, and intrusion attempts.
• Identify, recommend, and execute appropriate mitigation tactics for identified threats.
• Analyze data from various operating systems, databases, and applications within the Bank.
• Source and interpret data to proactively search for and take action against threats.
• Support the defense of the organization through several operational and technical tasks.
• Ensure all monitoring systems are online and fully operational, as well as ensure compliance with all security policies and standards.
• Maintain current knowledge about threat indicators, attack trends, and intel, as well as news and reports from industry sources.
• Participate in the creation and maintenance of playbooks and incident management procedures.
• Answer inquiries on security threats for other associates.
• Produce reports that document investigation and security incidents, as well as the results of analysis.
• Provide analytics and reporting that facilitate actionable intelligence within daily operations.
• Convey information to the appropriate parties, which includes both internal and external partners.

Skills on Resume: 

• Threat Detection (Hard Skills)
• Incident Response (Hard Skills)
• Malware Analysis (Hard Skills)
• Log Analysis (Hard Skills)
• Data Interpretation (Hard Skills)
• Security Monitoring (Hard Skills)
• Communication (Soft Skills)
• Report Writing (Hard Skills)

Job Summary: 

• Monitor SMT queues and dashboards to maintain IM SLA.
• Analyze and reassign all non-assigned tickets in the ICT-SD queue.
• Investigate and diagnose incidents, escalate and follow up on major incidents.
• Analyze and unlock tickets in parking and/or in a "ping-pong process".
• Perform quality checks on SMT tickets created by colleagues from the support team.
• Act as an escalation point of contact and report to the team leaders.
• Implement and follow up on tools for the service desk.
• Use collaborative tools to efficiently bring in the proper resources on time to aid in the triage of an issue.
• Pay attention to details when sending incident notifications to a larger audience.

Skills on Resume: 

• Queue Monitoring (Hard Skills)
• Ticket Management (Hard Skills)
• Incident Diagnosis (Hard Skills)
• Quality Assurance (Hard Skills)
• Escalation Handling (Soft Skills)
• Tool Implementation (Hard Skills)
• Collaboration (Soft Skills)
• Attention To Detail (Soft Skills)

Job Summary: 

• Assist the team in maintaining strong incident response plans for critical enterprise incidents.
• Monitor team ticket queues and ensure SLAs are met.
• Take charge of communication and remediation efforts during assigned incidents.
• Track technology changes and ensure quality communication of those changes to business units.
• Shadow NOC and SOC employees and ensure they are knowledgeable on escalation processes.
• Assist in evaluating the severity of all incidents and coordinate response efforts.
• Accept projects and tasks from leadership and meet deadlines.
• Act as the point of contact for incident stakeholders when on an assigned incident.
• Coordinate and ensure correct resources and subject matter experts are assigned and involved during incidents.
• Assist in leading post-incident reviews and create proper documentation of incidents.
• Follow up to ensure all suggested improvements are evaluated and implemented.
• Advocate for strong monitoring, alerting, and communication efforts for all Paycom technologies.

Skills on Resume: 

• Incident Response (Hard Skills)
• SLA Monitoring (Hard Skills)
• Crisis Communication (Soft Skills)
• Change Management (Hard Skills)
• Severity Assessment (Hard Skills)
• Stakeholder Management (Soft Skills)
• Resource Coordination (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Create action items/tickets to resolve issues and prevent issues, and possible recurrence.
• Follow through on open incidents until closure.
• Manage outage situations impacting the ATM fleet.
• Ensure that appropriate resolver groups are working on the issue and that customers, key stakeholders, and all concerned parties are updated on the status.
• Return customer calls, troubleshoot ATM issues using known solutions, confirm/refine problem information and criticality, and route to the dispatch queue in the field.
• Utilize support systems, tools, and experience to facilitate a customer solution.
• Utilize knowledge of products to resolve ATM problems and avoid Field Engineer dispatch.
• Ensure transaction service activities are within Service Level Agreements.
• Work in a high-volume, limited-duration call center environment serving as the primary interface to external customers, their agents, and field support personnel.
• Participate in special projects to continuously improve processes, tools, systems, and organization.

Skills on Resume: 

• Incident Management (Hard Skills)
• Problem Resolution (Hard Skills)
• Outage Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Customer Support (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• SLA Compliance (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Actively monitor and analyze a wide variety of dashboards, alerts, and software to identify issues as they arise.
• Perform general remote troubleshooting and attempt to resolve incidents based on technical knowledge, SOPs, and expertise within agreed SLAs.
• Complete scheduled intermediate-level maintenance, management, and system administration activities on servers or other configuration items (such as Business/Manufacturing Systems/Applications) managed by IT.
• Escalate issues to a higher tier of support.
• Collaborate with other IT Engineers to determine the effective course of action.
• Escalate complicated issues to management, other IT resources, third parties, and/or vendors.
• Participate in improving processes and knowledge base articles.
• Ensure overall system and server uptime, availability, reliability, and security.
• Ensure end-user satisfaction during incident resolution.
• Report directly to the operations/shift IOC Supervisor.

Skills on Resume: 

• System Monitoring (Hard Skills)
• Remote Troubleshooting (Hard Skills)
• Server Administration (Hard Skills)
• Issue Escalation (Hard Skills)
• Team Collaboration (Soft Skills)
• Process Improvement (Hard Skills)
• System Reliability (Hard Skills)
• Customer Satisfaction (Soft Skills)

Job Summary: 

• Report, monitor, and manage ticket queues.
• Actively identify incident trends.
• Report, monitor, and update Outage, VIP, and High Priority tickets in accordance with Incident Management Policy.
• Report, monitor, and update COOP events and activities following Incident Management Policy.
• Maintain awareness of weather events that impact services and/or staffing.
• Monitor maintenance requests to determine possible impacts on the operations of services.
• Monitor and clean up orphaned tickets.
• Monitor and enforce compliance with Incident Management Policy.
• Maintain Incident Management Policy.
• Maintain situational awareness and ensure continual improvement of the same.
• Monitor and facilitate the resolution of tickets older than 30 days.
• Monitor and facilitate tasks for the Problem Management team.
• Draft Service Maintenance, Outage, and Restoral Announcements.
• Facilitate the creation and submission of after-action reports for major incidents and outages.
• Communicate and coordinate with Incident Managers and/or representatives from other contracts.
• Participate in special projects.

Skills on Resume: 

• Ticket Management (Hard Skills)
• Incident Trend Analysis (Hard Skills)
• Priority Incident Handling (Hard Skills)
• Policy Compliance (Hard Skills)
• Situational Awareness (Soft Skills)
• Problem Management Support (Hard Skills)
• Incident Reporting (Hard Skills)
• Cross-Team Coordination (Soft Skills)

Job Summary: 

• Manage and perform all internal notifications, executive alerts, and escalation activities through service recovery of a Major Incident according to the defined notification timeframe.
• Determine the scope of the Major Incident.
• Assemble a Major Incident Team consisting of technical support staff (other levels of support, across domains/competencies), management, and key stakeholders.
• Develop, execute, monitor, and track an integrated resolution plan through service recovery of the Major Incident.
• Make service restoration and recovery decisions, engaging the delivery center management team.
• Ensure that the progress of the Major Incident recovery and all relevant times are documented in the associated Incident Records.
• Chair Incident Bridge Calls and/or technical multi-person chats and follow the defined escalation path, as outlined in the escalation policy.
• Identify incidents requiring special attention or escalation.
• Contact the continuity provider for a data center crisis or exceptionally severe single customer outages.
• Consolidate an integrated resolution plan when multiple competencies and domains are engaged.
• Ensure the customer is contacted to confirm that the service has been restored to their satisfaction according to the Resolve and Close Incident policy - Major Incident Exit Criteria.

Skills on Resume: 

• Incident Management (Hard Skills)
• Scope Determination (Hard Skills)
• Team Assembly (Soft Skills)
• Resolution Planning (Hard Skills)
• Decision Making (Soft Skills)
• Incident Documentation (Hard Skills)
• Crisis Communication (Soft Skills)
• Customer Satisfaction (Soft Skills)

Job Summary: 

• Initiate incidents, manage bridge calls, communications, and escalations.
• Track and communicate changes.
• Coordinate with the Problem Management Team and Change Management Team.
• Gather information with application teams, Level 2 support, and site personnel on outages and service degradations.
• Investigate and gather information from other Service Desk personnel assigned to an incident or problem.
• Assess the impact and sensitivity of the outage situation.
• Maintain continuous coordination with Tier 1 to ensure monitoring of inbound calls and tickets for potential incidents.
• Coordinate IT incident prevention and response.
• Work with Leadership to recommend program improvements or adjustments to processes to improve contract deliverables.
• Distribute reports to technical team leads and management, and participate in meetings to share metric results.
• Support training and knowledge-sharing efforts.
• Provide group facilitation, interviewing, training, and additional forms of knowledge transfer.
• Apply knowledge of the IT infrastructure interdependencies and impacts of Enterprise incidents and changes in order to balance priorities while driving incident resolutions.
• Exercise judgment within generally defined practices and policies in selecting methods and techniques for resolving incidents.
• Facilitate the troubleshooting process among team members.

Skills on Resume: 

• Incident Coordination (Hard Skills)
• Change Communication (Soft Skills)
• Impact Assessment (Hard Skills)
• Cross-Team Collaboration (Soft Skills)
• Incident Prevention (Hard Skills)
• Process Improvement (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Troubleshooting Facilitation (Soft Skills)

Job Summary: 

• Manage computing environment to protect production systems critical to business success.
• Act as a focal point for incident review and escalate on demand.
• Support a computer operations environment that meets all service level agreements, availability, response time parameters, and availability targets.
• Work across a wide array of product lines and engage various levels of management on a day-to-day basis.
• Use the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes.
• Develop, coordinate, and promote incident management activities across the enterprise and take responsibility for the effective functioning of Incident Management processes across all support areas.
• Engage following the onset of a production incident.
• Provide immediate tactical response and coordination, minimizing the duration of service interruptions.
• Consult with other teams on proper integration and correlation of the incident management process and their respective areas.
• Provide regular incident bulletins to teams concerning open or ongoing incidents.
• Ensure effective and rapid response to major incidents.
• Review and recommend changes to support processes to ensure continuous improvement of the incident management process.

Skills on Resume: 

• System Protection (Hard Skills)
• Incident Escalation (Hard Skills)
• SLA Compliance (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• ITIL Application (Hard Skills)
• Incident Coordination (Hard Skills)
• Crisis Response (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, external vendors, and senior leadership with the purpose of remediating customer-impacting incidents quickly.
• Establish strong command and control of an Incident, establishing clear accountability, and methodical evaluation of complex issue scenarios following an ITIL framework.
• Competent and reliable adherence to critical processes and procedures, and appropriate escalations in support of production incidents.
• Apply technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the production support staff and executive management.
• Ensure incident data is accurately captured and documented in the incident recording tools.
• Collaborate with technical resolver groups to conduct root cause analysis on technical issues impacting performance and communicate findings and resolution.
• Priming appropriate materials and follow-ups for the Root Cause Analysis phase in the Problem Management process.
• Perform oversight and governance to ensure all Incidents and Problems follow the ITIL process.
• Represent/Facilitate the department on Incident management-related corporate initiatives and workgroups, providing guidance and governance to align with department policies and protocols.

Skills on Resume: 

• Incident Leadership (Soft Skills)
• Command And Control (Soft Skills)
• Process Adherence (Hard Skills)
• Technical Analysis (Hard Skills)
• Crisis Communication (Soft Skills)
• Incident Documentation (Hard Skills)
• Root Cause Analysis (Hard Skills)
• ITIL Governance (Hard Skills)

Job Summary: 

• Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, external vendors, and senior leadership with the purpose of remediating customer-impacting incidents quickly.
• Establish strong command and control of an Incident, establishing clear accountability and methodical evaluation of complex issue scenarios following an ITIL framework.
• Demonstrate competent and reliable adherence to critical processes and procedures, and perform appropriate escalations in support of production incidents.
• Apply technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution.
• Distribute clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Provide detailed notes of highly visible production issues (P1 level tickets) on a timely basis to the production support staff and executive management.
• Ensure incident data is accurately captured and documented in the incident recording tools.
• Collaborate with technical resolver groups to conduct root cause analysis on technical issues impacting performance and communicate findings and resolution.
• Prime appropriate materials and follow-ups for the Root Cause Analysis phase in the Problem Management process.
• Perform oversight and governance to ensure all Incidents and Problems follow the ITIL process.
• Represent and facilitate the department on Incident Management-related corporate initiatives and workgroups, providing guidance and governance to align with department policies and protocols.

Skills on Resume: 

• Incident Management (Hard Skills)
• Command And Control (Soft Skills)
• Process Adherence (Hard Skills)
• Technical Expertise (Hard Skills)
• Crisis Communication (Soft Skills)
• Incident Documentation (Hard Skills)
• Root Cause Analysis (Hard Skills)
• ITIL Governance (Hard Skills)

Job Summary: 

• Correlate incident data to identify specific trends in reported incidents.
• Recommend defense in depth principles and practices (i.e., Defense in Multiple Places, layered defenses, security robustness, etc.).
• Perform Computer Network Defense incident triage to include determining scope, urgency, and potential impact.
• Research and compile known resolution steps or workarounds to enable mitigation of potential Computer Network Defense incidents within the enterprise.
• Apply knowledge of the tactics, techniques, and procedures of various criminal, insider, hacktivist, and nation-state threat actors to identify and validate threats.
• Apply cybersecurity concepts to the detection and defense of intrusions into small and large-scale IT networks, and conduct cursory analysis of log data.
• Monitor external data sources (e.g., Computer Network Defense vendor sites, Computer Emergency Response Teams [CERTs], SANS, Security Focus) to maintain currency of Computer Network Defense threat conditions and determine which security issues may have an impact on the enterprise.
• Identify the cause of an incident and recognize the key elements to ask external entities when learning the background and potential infection vector of an incident.
• Receive and analyze network alerts from various sources within the enterprise and determine possible causes of such alerts.
• Track and document Computer Network Defense (CND) incidents from initial detection through final resolution, and work with other components within the organization to obtain and coordinate information pertaining to ongoing incidents.

Skills on Resume: 

• Incident Trend Analysis (Hard Skills)
• Defense In Depth (Hard Skills)
• Incident Triage (Hard Skills)
• Resolution Research (Hard Skills)
• Threat Actor Analysis (Hard Skills)
• Cybersecurity Detection (Hard Skills)
• Threat Intelligence Monitoring (Hard Skills)
• Incident Documentation (Hard Skills)

Job Summary: 

• Direct the planning, design, and implementation of ITSM Incident processes to meet evolving and changing needs and business requirements of customers, service providers, and internal stakeholders.
• Support the development of procedures, work instructions, and templates to support process execution.
• Perform as a self-starter who manages end-to-end efforts, working independently as well as within a team environment.
• Analyze and use reengineering approaches that ensure linkage among processes, service providers, and organizational structures to develop unified and consistent service delivery.
• Leverage knowledge and best practice experience to identify and champion recommendations for improvement opportunities within the specific process area.
• Monitor processes within the environment and throughout the ITSM process life cycle.
• Validate adherence to specified process requirements and measurement activities.
• Lead quality assurance activities related to the process.
• Ensure compliance with process-specific standards and policies.
• Support analysis, evaluation, and assessment of process performance measurements, and brief results and recommendations to the appropriate level governance forums.
• Conduct quality assessments to validate proper implementation of processes to meet quality standards.
• Support in the preparation of briefs and reports to customers and service providers.

Skills on Resume: 

• Process Design (Hard Skills)
• Procedure Development (Hard Skills)
• Independent Management (Soft Skills)
• Process Reengineering (Hard Skills)
• Continuous Improvement (Hard Skills)
• Process Monitoring (Hard Skills)
• Quality Assurance (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Work with other process areas to perform analyses and troubleshoot issues across specific ITSM process areas.
• Apply process improvement, reengineering methodologies, and best practice principles to design and implement process modernization and improvements.
• Ensure end-user satisfaction during incident resolution.
• Take corrective action based on customer feedback or dissatisfaction and ensure similar cases of dissatisfaction do not repeat.
• Identify incident trends and create problem tickets for the same.
• Identify incident resolutions that can be automated and liaise with the tools team for automation.
• Use analytical tools and techniques to support reporting across the ecosystem.
• Ensure periodic and sufficient communication to management, business, and customers.
• Support quick resolution of major incidents, ensuring the ecosystem follows processes and procedures.
• Utilize ServiceNow dashboards, tools, and techniques to report the status of the incident process.
• Support governance forums by preparing slides and reports to show status.

Skills on Resume: 

• Process Troubleshooting (Hard Skills)
• Process Improvement (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Corrective Action (Hard Skills)
• Incident Trend Analysis (Hard Skills)
• Automation Identification (Hard Skills)
• Analytical Reporting (Hard Skills)
• Management Communication (Soft Skills)

Job Summary: 

• Work closely with other support teams to ensure incident events are handled promptly.
• Work with senior management respectfully and professionally during a hectic, impactful incident.
• Document incident event details properly and clearly.
• Monitor emails and the health of the applications, as well as the underlying infrastructure.
• Proactively look for hardware, software, and environmental alerts or malfunctions.
• Provide Junior Incident Management support for application, shared services, and infrastructure issues.
• Document, track, and coordinate incidents, and escalate unresolved issues to the proper personnel.
• Assist the Incident Manager in driving resolutions of incidents.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Respond proactively and quickly to incident identification.
• Pay attention to detail when scheduling and creating agendas for incident follow-up activities.
• Communicate clearly and accurately on issue details with a proper understanding of technical details.
• Improve operational team procedures by studying, evaluating, and recommending moderately complex process re-designs.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Follow up on items that could potentially negatively impact production operations, assist with postmortem-related activities, and support various efforts related to operational improvements.
• Implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests based on recommendations from management.

Skills on Resume: 

• Team Collaboration (Soft Skills)
• Professional Communication (Soft Skills)
• Incident Documentation (Hard Skills)
• System Monitoring (Hard Skills)
• Proactive Detection (Hard Skills)
• Incident Coordination (Hard Skills)
• Attention To Detail (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Provide support for a diverse and ever-evolving customer base consuming services, while performing a variety of roles.
• Manage customer contact using Phone, Email, and ITSM tooling.
• Perform incident triage and prioritization.
• Resolve incidents effectively.
• Manage events to ensure service continuity.
• Liaise and communicate with customers.
• Deliver first-time fixes based on knowledge and technical ability.
• Support Change Management and deployment.
• Support Cloud, Linux, Unix, and MS Domain-based systems.
• Create relevant knowledge articles to support the Service Assurance process.
• Plan and deliver project and continuous improvement initiatives effectively.
• Drive incident recording quality via retrospectives and reviews.
• Recommend and suggest tooling improvements.

Skills on Resume: 

• Customer Support (Soft Skills)
• Incident Triage (Hard Skills)
• Incident Resolution (Hard Skills)
• Service Continuity (Hard Skills)
• Customer Communication (Soft Skills)
• Change Management (Hard Skills)
• System Support (Hard Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Maintain key relationships with areas such as Major Incident Management, Problem, Change, Service Desk, Senior Management, Project Management, Release Management, Service Management, Production & Development Support Teams.
• Raise awareness of the Incident Process and provide refresher sessions and training sessions for New Starters.
• Manage the day-to-day delivery of the Incident Process, ensuring monitoring, awareness raising, and compliance of the overall Incident Management Process, escalating issues to the Incident Manager, in order to feed back into the Continuous Improvement Process.
• Maintain, review, and distribute key components of the Incident Process, such as trend analysis reporting, KPI, and SLA statistics to various stakeholders, both internally and externally to Customers and Schemes.
• Prepare Management Information for all aspects of the Incident Process.
• Analyze the information to ensure continual improvement of the Incident Process.
• Ensure that all Problems are correctly recorded and managed in the Service Management Toolset.
• Ensure that all Problem Records have an agreed "Work Around" and that it has been distributed and communicated to all stakeholders.
• Raise and manage Problem Resolution Plans, ensuring that all Service Level Agreements are met.
• Liaise with Resolver Groups and suppliers to assist in the resolution of Problems.
• Analyze MI data to identify trends, actions, and opportunities.

Skills on Resume: 

• Stakeholder Management (Soft Skills)
• Training Delivery (Soft Skills)
• Incident Process Management (Hard Skills)
• KPI And SLA Reporting (Hard Skills)
• Data Analysis (Hard Skills)
• Problem Management (Hard Skills)
• Supplier Coordination (Soft Skills)
• Continuous Improvement (Hard Skills)