Job Title:

Location:

What you'll do:

What we are looking for:

Strategic Planning:

• Develop and implement strategic plans for IT operations and ITSM to align with the overall business objectives.

Team Leadership:

• Lead and manage a team of IT professionals responsible for various aspects of IT operations and service management.
• Work with stakeholders to improve end to end service operations.

IT Operations Management:

• Oversee day-to-day IT operations, ensuring the availability, performance, and security of IT systems and infrastructure.
• Implement and maintain ITIL (Information Technology Infrastructure Library) best practices for IT operations.
• Participate with FinOps activities to reduce unnecessary costs.

IT Service Operations:

• Develop, implement, and optimize ITSM processes and practices to improve service delivery and customer satisfaction in partnership with the ITSM program to include event, alert, incident and change management.
• Ensure compliance with ITSM frameworks such as ITIL and maintain service level agreements (SLAs).
• Create a practice to look at App level response times and develop SLAs/SLOs working with stakeholders.

Incident Management:

• Lead the incident management processes, ensuring timely resolution of issues and identifying root causes to prevent future occurrences.
• Improve ability to detect issues.
• Reduce the amount of time to diagnose to improve restoration of services.
• Analyze and drive change with changed induced incidences.

Change Management:

• Implement and manage change control processes to minimize disruptions and risks associated with changes to IT systems.
• Continue to drive precision and details around change policies, what requires a change ticket, and establishing review sessions to continue to improve and validate change types and policies.

Monitoring and Reporting:

• In partnership with Infrastructure owners help establish and maintain effective monitoring systems to proactively identify and address potential issues.
• Prepare and present regular reports on key IT operations and ITSM metrics to senior management.
• Drive requirements to improve overall monitoring, looking at node, OS, middleware and application layers.

Collaboration:

• Collaborate with other departments and stakeholders to understand their IT requirements and ensure alignment with overall business goals.

Continuous Improvement:

• Identify opportunities for continuous improvement in IT operations and service management processes and implement best practices.

Security and Compliance:

• Ensure that IT operations and services comply with security policies, regulations, and industry standards.
• Improve overall CIS and other bench marks.
• Support audit activities.
• Continuously improve patching efforts driving automation.
• Improve the Dig Cert management practice to prevent issues and outages.

Service Continuity Planning:

• Collaborate with Infrastructure Service Continuity Team and Application teams to maintain effective disaster recovery plans to minimize downtime and data loss in the event of a disaster.
• Collaborate with resilience testing.

Provide leadership, guidance, and training to IT staff to enhance their skills and capabilities
Essential Duties and Responsibilities:

• Responsible for the performance and integrity of the WAB Systems and Infrastructure
• Collaborate with the VP Infrastructure and Operations and team in developing and enhancing the Command Center and ITSM functions and budget planning and management
• Be the intake team for operational support and coordination of technical teams
• Day-to-day mentoring and management of team members
• Coordination with external vendors/contractors to meet organizational goals
• Responsible for staff oversight to ensure new IT systems operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives
• Develop and document company's Information Technology systems policies and procedures
• Communicates effectively with internal clients to identify needs and evaluate alternative business solutions and strategies
• Enforces standard company IT policies and procedures and manage in a follow-the-sun support structure
• Other projects and duties as assigned

Competencies:

• Excellent analytical, problem-solving and project management skills
• Be a change agent both in our technical journey and our ability to operate in a service orientated team
• Be able to understand plan, build and run when we build services
• Understanding of SDLC, project and people planning
• Focus on automation first, how we identify "as is" and move "to be" in design, process, transition, and steady state
• Ability to help plan and support financial management
• Analytical, problem-solving and project management skills
• Ability to interact effectively with all levels of personnel
• Pro-active management style
• Ability to make sound business decisions that are in alignment with organizational goals
• Must possess the ability and flexibility to work extra hours and weekends

Education and/or Experience: (includes certificate & licenses)

• BA/BS in Computer Science or related field or equivalent work experience
• Understanding of ITIL with strong experience managing support services
• Minimum of 14 years previous Information Systems management experience
• Minimum of 10 years People leadership and mentoring
• Strategic Thinker
• Driver
• Experience with enterprise-wide security, NIST and HIPAA compliance and working closely with internal and external system auditors

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