Lead Infrastructure Engineer – xMatters Administrator and Incident Management Governance

  • Full Time
  • Anywhere

Website Truist

Help build and enhance our xMatters electronic notifications solution. As part of the Incident Management Governance team, you will design, implement, and manage the processes and procedures for the daily management of xMatters and be responsible for building metrics and KPI reports.

Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.

·        Administration support of our IT alerting and electronic notification system, xMatters.

·        Aid in supporting our key Incident Management governance initiatives.

·        In this capacity, performs programming and debugging activities.

·        Responds to issues in a timely manner by receiving and investigating incidents or service request tickets.

·        Has occasional contact with end-users.

·        May engage and coordinate outside vendors.

·        Applies in-depth knowledge of technical support and an understanding of best practices.

·        Typically leads moderately complex projects and participates in larger, more complex initiatives.

·        Solves complex technical and operational problems.

·        Acts as a resource for teammates with less experience.

·        May lead efforts for task completion and support responsibilities for the team.

·        Completes assigned tasks by designated timelines.

·        Assists in process and procedure development and documentation.

·        May have people management responsibilities for a small team.

·        Works under minimal supervision.

·        Other duties as assigned.


Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

·        Bachelor’s degree and five years of experience in development or application support or an equivalent combination of education and work experience.

·        In- depth knowledge in information systems and ability to identify, apply, and implement best practices.

·        Understanding of key business processes and competitive strategies related to the IT function.

·        Ability to plan and manage projects.

·        Ability to solve complex problems by applying best practices.

·        Ability to provide direction and mentor less experienced teammates.

·        Ability to interpret and convey complex, difficult, or sensitive information.


Preferred Qualifications:

·        Banking or financial services experience.

·        Subject matter expert (SME) knowledge to administer our electronic notification system, xMatters.

·        REST API experience to manage various integrations between xMatters, ServiceNow and other technology monitoring systems.

·        Network Operations Center (NOC) experience.

·        Major Incident Management experience.

·        ITIL certification (e.g. Foundation, Operations).

·        Knowledge and use of ServiceNow (ITSM).

·        Ability to multitask, and demonstrate flexibility in handling of competing demands and priorities.

·        Competent use of Microsoft Office Products – Outlook, Excel, Word, and PowerPoint.

·        Excellent verbal and written communication skills.

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