Director IT Operations

at Western Alliance Bank in Chicago, Illinois, United States

Job Description

Job Title:Director IT Operations

Location:OH - Columbus

What you'll do:Western Alliance Bank is actively hiring a Director IT Operations and ITSM (IT Service Management) in a senior leadership role responsible for overseeing and managing the Command Center Operations and Service Management steady state functions within our organization. This is role with preference to be located within Phoenix, AZ or Columbus, OH.

Primary responsibilities involve leading the strategy and execution of IT service delivery. This includes overseeing the implementation and improvement of ITSM processes including CAB, ensuring alignment with organizational goals, and managing a team of professionals. Your role encompasses establishing and maintaining service standards, implementing ITIL best practices, and collaborating with various stakeholders to enhance overall IT service efficiency and effectiveness. Strong leadership, ITIL framework knowledge, and a focus on continuous improvement are crucial for success in this position.

Develop and own the Command Center Communication standards: what, when, how and who...

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... For full info follow application link.

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 recruiter@westernalliancebank.com or call (602) 797-3662.