CIT Group Inc.

  • AVP, Incident Management

    Location US-FL-Jacksonville
    Job ID
    31050
    # Positions
    1
    Job Family
    Information Technology - IT Operations
    Type
    Full-Time
  • Overview

    Founded in 1908, CIT (NYSE: CIT) is a financial holding company with approximately $50 billion in assets as of Dec. 31, 2017. Its principal bank subsidiary, CIT Bank, N.A., (Member FDIC, Equal Housing Lender) has approximately $30 billion of deposits and more than $40 billion of assets. CIT provides financing, leasing, and advisory services principally to middle-market companies and small businesses across a wide variety of industries. It also offers products and services to consumers through its Internet bank franchise and a network of retail branches in Southern California, operating as OneWest Bank, a division of CIT Bank, N.A. For more information, visit cit.com.

    Responsibilities

    This position is an Incident Management and Exceptions Management role. The incident management position will interact with internal key stake holders of teams that are responsible for implementing and maintaining productions systems in our environment. 

    The Exceptions Management part of the role includes:

    • Manage exception creation, renewal and closure processes
    • Facilitate and Govern requests for exceptions to CIT policies, determines whether or not an exception should be filed
    • Ensure that all possible alternatives are explored prior to accepting the risk of having an exception
    • Determine duration of the policy exception based on the overall risk
    • Assist in developing a remediation plans and mitigating controls
    • Facilitate the bi-weekly exceptions meeting, where all new or renewed exceptions are discussed and final approval determination is made
    • Maintain all exceptions through the workflow within the tool
    • Working with the teams to develop problem tasks based on predefined verification criteria
    • Analysis regarding incident and problem trends
    • Problem identification and recording
    • Problem classification
    • Problem investigation and diagnosis
    • Incident ownership, monitoring, tracking and communication

    Qualifications

    • Bachelor's Degree in Computer Science highly desirable
    • Minimum of 3-5 years of problem management experience in an enterprise environment
    • Ideally ITIL qualified (Incident Management, Problem Management, and Service Operation etc.)
    • Strong understanding of ITIL, ITSM, or Service Desk tools
    • Experience with Service Now, Remedy, etc. (ITSM Toolset)
    • Understanding of and experience with service level agreements
    • Enterprise IT experience and a good working knowledge of the Microsoft Office suite
    • Experience with performing and coordinating RCA and trend analysis
    • Problem-solving skills with an emphasis on resolution of complex technical problems
    • Demonstrated ability to quickly understand complex systems
    • Excellent reporting and analytical skills
    • Ability to work on many tasks simultaneously in a high-pressure environment
    • Proven skills in collaborating with other teams, both technical and non-technical
    • Strong interpersonal skills, including: strong verbal, written and listening skills
    • Strong client-facing skills with the ability to interact with individuals on all organizational levels
    • Strong organization skills
    • Proactive, resilient and comfortable with change

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