U.S. Bank Senior ITIL Specialist in Providence, Rhode Island

The Incident Management function is part of the Global Service Management/Operations Team and is responsible rapid restoration of service through command, control and communication as well as post incident follow up across all business applications and infrastructure.

Employees will be working in high pressure situations with executives as well as technicians. The ability to translate complex technical issues into clear and timely business communication is a critical part of this role.

Successful applicants will exemplify US Bank's ethical principles of uncompromising integrity, respect for others, accountability for decisions and actions, and good citizenship.

Job Description:

Leads, communicates and drives escalated incidents to impact resolution. Follows up on incidents to root cause following Problem Management guidelines and procedures.


React to high severity incidents to communicate, lead, drive and govern to impact resolution. Candidate will be expected to be part of an on call rotation for 24/7 rapid response.

  • Act as the point of effective control over coordination, communication, escalation, and follow up for issues.

  • Deliver subject-matter expertise for the IT Major Incident Management process.

  • Determine business needs in order to design, develop, and continually improve the policies, processes, and procedures needed for outage restoration.

  • Translate complex technical issues into clear and timely business communication

  • Manage the delivery of, and adherence to, IT Major Incident Management.

  • Monitor the engagement to major incidents, intervene as needed to expedite service restoration, identify and follow up on issues in the response to and handling of major incidents.

  • Post-Incident Review: Liaise with Problem Management to drive application, vendor, and service delivery teams to complete post-incident review with root-cause, true cause, and contributing cause analysis for all incidents, and document technical, procedural, skill-based findings.

  • Audit and review cases, pages, recaps, and other communications for quality and consistency of data and procedure.

  • Work with all IT organizations and business clients to maintain good business relationships and practices.

  • Build relationships with managers and teams throughout organization and our partners supporting operational objectives and good business practices.

  • Communicates with and coordinates activities with Senior Management, Change Management, Incident Management, and customer/clients. Ensures problem or incident resolution. Translates complex technical issues into clear and timely business communication


Minimum Requirements:

  • Bachelor’s degree in Business or a related major preferred from an Accredited University

  • 5 Years of experience in ITIL Svc Mgmt or equivalent field managing crises, preferably within the financial industry

Certifications Preferred:

ITILSMF ITIL Svc Mgmt Foundation Cert

Competencies Required :

  • Ability to work extended hours when needed included nights/weekends to support critical incidents

  • Excellent verbal and written communication skills- Ability to understand technical data and translate information into business terminology for mass consumption.

  • Effective Meeting Facilitator

  • Strong Analytical Skills; multi-tasker; attention to detail; deadline oriented; strong problem solving skills

  • Demonstrated capacity to lead under pressure, make decisions in ambiguous situations and drive cross group consensus in short periods of time.

  • Ability to work well interpersonally cross-group and cross-discipline at various levels up through executives, as well as influence and manage without direct authority.

Job: Information Technology

Primary Location: United States

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 180034515

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.