Westlake - TX, TX2050R, 2050 Roanoke Road, 76262-9616
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.
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:
What you’ll get:
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.
|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|