Job Description

Date Active

Nov 30, 2021 12:00:00 AM

Requisition #

21-1599

Hours Per Week

40

Location

436 Slater Road-HF308

City

New Britain

State

Connecticut

Job Description/ Requirements

Since 1935, Webster Bank has been helping individuals, families and businesses meet their financial goals. As a leading regional bank, Webster's strong foundation is built on our core values of responsibility, respect, teamwork, trust and commitment to our communities. Webster bankers remain our most valuable asset, and we pride ourselves on our diverse, equitable and inclusive work environment. Come join our team!

Duties and Responsibilities:

  • Coordinate, standardize, and lead all (MUST-ITIL problem management) activities ensuring root cause and prevention is identified
  • Proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution.
  • Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes
  • Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
  • Coordinate, convene and facilitate major incident and problem review meetings
  • Ensure the problems progress through the Problem Management process in a timely and prioritized fashion
  • Create and deliver external content regarding service disruptions
  • Ensure that the problem management information reflects accurate errors and is complete
  • Develop trend analysis and prepare service improvement plans to address identified gaps
  • Ensure recurring incident resolution is addressed with urgency
  • Manage and maintain information stored in the problem database
  • Maintain a comprehensive understanding of all aspects of product delivery and operations

 

Required Qualifications/Skills:

 

  • Minimum of 8 years' experience working in a complex Customer Support, management, and/or supervision
  • ITIL Certified or 3 years working experience as a Problem Manager
  • Strong analytical skills
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment
  • Proven track record of working collaboratively to improve the customer's experience
  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
  • Able to manage relationships with peers and managers as it relates to support and services
  • Ability to navigate complexity and create collaborative, cross-functional solutions
  • Strong communication, presentation, and relationship management skills
  • Able to translate complex issues in an understandable, organized way
  • Working knowledge of Human Resources and Payroll systems
  • Knowledge of CRM tools
  • Team oriented
  • Positive team player attitude with excellent verbal and written communication skills
  • High degree of organizational skills

Education/Certification/License:

  • Prefer ITIL knowledge or certification
  • AWS Cloud Practitioner
 
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Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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