U.S. Bank Escalation and Incident Manager (3rd Shift) in SAINT PAUL, Minnesota

U.S. Bank is seeking an Escalation and Incident Manager (3rd Shift) with ITIL, Major Incident Resolution, and Incident Management experience to contribute toward the success of our technology initiatives. Performs escalation evaluations and manages the overall incident escalation process. Executes required communications, ensures communications regarding escalations are planned and orderly. Leads and coordinates the Escalation Team (SMEs) during investigation and resolution activities via internal chat and conference bridges. Provides data on escalation history and manages requests for information regarding escalations. Requests and reviews metrics reports to provide management information on IT service quality and customer satisfaction. Utilizes ITIL knowledge to review incidents during audits to ensure Incident Management process is being adhered to. Assists assignment group team members through the Incident Management process.

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

Leaders at U.S. Bank consistently demonstrate integrity and ethics, maturity and resilience, and inspire trust and confidence among their teams. Our leaders are strong communicators who promote collaborative relationships, influence others, and value the diversity of backgrounds and ideas among their employees.


Basic Qualifications

-Bachelor's degree or equivalent work experience

-ITIL Service Management Foundation certification

-At least 5 years experience with the processes, practices, disciplines and tools needed to ensure that IT services are provided as agreed between the customer and IT provider.

Preferred Skills/Experience

Basic understanding in:

-Configuration management

-IT service change management

Working experience in:

-Help desk

-Computer operations

-IT incident management

-IT audit and control

-IT governance

-IT quality assurance

Extensive experience in:

-IT service management (ITSM)

Job: Information Technology

Primary Location: Minnesota-MN-Saint Paul

Shift: 3rd - Overnight

Average Hours Per Week: 40

Requisition ID: 170010722

Other Locations: Oregon-OR-Gresham