Sr. Incident Commander

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Charles Schwab & Co., Inc.
Full Time
Work from home not available Travel not required

Job Description


Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616
Leticia Mitchell

We believe that, when done right, investing liberates people to create their own destiny. We are driven by our purpose to champion every client’s goals with passion and integrity. We respect and appreciate the diversity of our employees, our clients, and the communities we serve. We challenge conventions strategically to create value for our clients, our firm and the world. We live and bring to life the concept of ‘own your tomorrow’ every day. We champion our employee strengths, guide their development, and invest in their long-term success. We hire optimistic, results-oriented, curious, innovative, and adaptable people with the desire to help our clients and one another succeed.

As a company, we were established by Chuck over 40 years ago to champion Main Street over Wall Street, and to help Americans transform themselves from earners to owners. Through advocacy and innovation, we work to make investing more affordable, accessible and understandable for all. As we enter our fifth decade, we are looking for talented, innovative and driven people who believe they can help themselves, and our clients, create a better future.

Our Opportunity:

Become part of our Incident Management team which is responsible for end to end Incident and Crisis management.  In this role you will work in a team responsible for facilitation of service restoration, through incident ticket quality control and assignment of follow-up actions via the problem management tool and processes.  You will get to work in cross organizational efforts to ensure we not only achieve quick restoration of services for our clients, but also identify and document; process, technical, and procedural improvement opportunities, throughout the lifecycle of our high priority incidents. 

What you’ll do:

Own and drive incident management bridge calls and chats with production management, application development, infrastructure teams, and senior leadership with the purpose of remediating customer impacting incidents quickly.  Establish strong command and control of incidents, while establishing clear accountability and methodical evaluation of complex issue scenarios.  Apply competent and reliable adherence to critical process and procedure, and appropriate escalations, in support of production incidents.  Correlating technical and environmental knowledge and experience to develop and drive appropriate work streams, forming paths to resolution.  Distribution of:  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 (executive summaries). Ensure incident data is accurately captured and documented in the incident recording tools. Priming appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process. Work as part of a global Team, providing 24 x 7 production support coverage on a rotating basis with primary hours being Monday-Friday standard business hours. 

What you have:

Required Qualifications:

  • Bachelor degree in Computer Science or equivalent experience
  • 5+ Years of experience working in a collaborative role within IT Support
  • Thorough understanding of Incident Management lifecycle and processes, with proven experience executing these processes in an IT organization
  • Excellent written and verbal communication skills and presentation skills
  • Ability to handle multiple and competing priorities
  • Strong communication skills and ability communicate on all levels is required
  • Strong facilitation skills and problem solving skills
  • Demonstrated track record as a team player
  • Demonstrated track record as a critical thinker
  • Acts with a sense of urgency
  • Strong documentation skills

Desired Qualifications

  • ITIL Foundations or Intermediate Certification
  • Working knowledge of ITSM tools such as Remedy
  • Working knowledge of JIRA and Confluence
  • Experience with commonly used SDLC methodologies (Agile, Kanban and waterfall)
  • Exposure to and general understanding of Web Services, network, and middleware frameworks

What you’ll get:

  • Comprehensive Compensation and Benefits package
  • Financial Health: 401k Match, Employee Stock Purchase Plan, Employee Discounts, Personalized advice, Brokerage discounts
  • Work/Life Balance: Sabbatical, Paid Parental Leave, New Mothers returning to work Program, Tuition Reimbursement Programs, Time off to volunteer, Employee Matching Gifts Program
  • Everyday Wellness: Health and Lifestyle Wellness Rewards, Onsite Fitness Classes, Healthy Food Choices, Wellness Champions
  • Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
  • Not just a job, but a career, with an opportunity to do the best work of your life

Learn more about Life@Schwab.

Charles Schwab & Co., Inc. is an equal opportunity and affirmative action employer committed to diversifying its workforce. It is Schwab's policy to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, disability, legally protected medical condition, genetic information, marital status, sexual orientation, protected veteran status, military status, citizenship status or any other status that is protected by law. Schwab also does not discriminate against applicants or employees because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. At Schwab, we believe that every employee, through their diverse abilities and experiences, can contribute to our growth, innovation and client loyalty. We embrace diversity and are committed to providing equal opportunity to all employees and applicants. If you have a disability, and require reasonable accommodations in the application process, call Human Resources at 800-725-3535. We will be happy to assist you. Schwab will only share your accommodation request with those individuals who have a specific need to know. The request for an accommodation will not affect Schwab's hiring decisions. All other submissions should be performed online.

Job Specifications
Relocation Offered?:No
Work Schedule:Days
Languages:English - spoken
Current Licenses / Certifications:None
Relevant Work Experience:IT-Change Management/Release Management-6+ yrs
Position Located In:TX - Westlake
Job Type:Full Time

Category:Information Technology
Activation Date: Wednesday, March 6, 2019
Expiration Date: Saturday, June 1, 2019
Apply Here

Company Information

At Schwab, we inspire the driven; individuals who want to take ownership of their career and their future. You are appreciated for your work, respected for your unique strengths and rewarded for the possibilities you create for our clients. Working in Schwab Technology is not just a job; it's an opportunity to do the best work of your life. This team drives Schwab's mission to harness the power of data to deliver the next gen client experience. They relentlessly pursue simplification and modernization, laying the foundation for the digital enterprise. They act boldly together to provide security for our clients and enterprise, safeguarding client trust all while delivering on their core commitments to availability, capacity and project execution with excellence and efficiency. If you are looking to be challenged with projects that stretch and grow your abilities, and push you towards further developing your expertise, apply to one of our openings today.
Dice Id : 10228622
Position Id : 0306-47077

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