Major Incident & Problem Manager

Silvergate Capital Corporation (NYSE: SI) is the leading provider of innovative financial infrastructure solutions and services for the growing digital currency industry. The Company’s real-time payments platform, known as the Silvergate Exchange Network, is at the heart of its customer-centric suite of payments, lending and funding solutions serving an expanding class of digital currency companies and investors around the world. Silvergate is enabling the rapid growth of digital currency markets and reshaping global commerce for a digital currency future. Challenging convention by empowering people allows us to exceed expectations for our clients while cultivating an awesome culture.

This is a technical and tactical response position within the bank’s Business Systems team with a focus on ITIL Service Management best practices. The Incident Manager is responsible for major incident response-coordination of subject matter experts and business operation stakeholders to assess incident impact, mitigate on-going risk to the business, and to retore services as soon as possible when degradations, interruptions, and outages occur. Additionally, this position is responsible for collecting, documenting, and maintaining incident related event-details and to generate reports for data/trend analytics. The Major Incident and Problem Manager position will also coordinate and document Disaster Recovery and Business Continuity Plan testing as scheduled by SQ Risk and Business Systems department head. This position will operate in a highly regulated environment and will adhere to all bank policies and procedures.

Salary Range: 
$108,675 - $132,825 annually

ESSENTIAL DUTIES AND RESPONSIBILTIES

• Monitor on-going high priority active incidents including extended and after-hours escalations; As needed coordinate resources including scheduling meetings, establishing conference calls, and engaging in chats. Leverage technology to issue all communications related to major incident management
• Mange matrix of people, processes, and resources including third parties such as resolving conflict to move forward to resolution, accountable for resolving outages, and service degradations via workaround or permanent fix
• Leads, drives, facilitates, and chairs all investigation activities, meetings, and conference calls related to major incidents
• Forms collaborative playbooks for DR/BCP testing with specific actions, roles, and deadlines and ensuring these are completed
• Ensures all administration and reports are maintained and up to date, including contacts information, technical diagrams, and post major incident reviews. Owns the delivery of monthly status and summary reporting for major incidents and problem tickets
• Conducts post incident review for all major incidents caused by Silvergate internal teams, processes, and products
• Coordinates and obtains RCA dispositions for incidents caused by third party vendors
• Identify, define, and plan corrective actions based on the post incident review/root cause analysis
• Catalogs known errors and links reoccurring incident history to them
• Collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently
• Ensures work arounds for known errors in place and each is appropriately documented
• Build knowledge management by ensuring that information is placed at the right place, and at the time of need for related incident troubleshooting and work-around support
• Continually maintaining and developing tools and resources to manage major incidents effectively
• Providing periodic major incident metrics reports
• Document’s incident-response compliance with Company Service Level Agreements and maintain reporting framework for SLAs and OLAs
• Inform supervisor on any support issues from internal and external partners which inhibit restoration of services
• Manages all aspects of training on framework for major incident management. This includes implementing and managing training and development of major incident management back-up resources for support during normal and extended support hours
• Perform analysis on incidents and produces periodic reporting and dashboards to assist management
• Assists in implementation of Business Systems Service Desk, applying ITIL principles to the practices used by the team to track and resolve requests, changes, and problems. Ensure the problems progress through the problem management process in a timely and prioritized fashion
• Analyze data, understand data trends, and present findings as well as offer resolutions to system issues. Prepares service improvement plans to address identified gaps
• Proactively detect and prevent future problems/incidents and initiate the problem management process to allow quicker diagnosis and resolution
• Monitor incoming vendor related system changes and assist in management of changes that fall under Business Systems responsibility
• Review system security reporting for activity conducted by members of the systems team
• Conduct periodic system user access reviews for systems owned by the Business Systems team
• Maintain current knowledge of all federal and state laws and regulations, along with the Company’s policies and procedures
• Not to harm consumers with any act that could be misleading, unfair, deceptive, or abusive in act or practice
• Must adhere to the company’s core values of Challenge Convention, Do What’s Right, Take Ownership, Empower People, Exceed Expectations, and Cultivate Awesome all while keeping our “Why?” front of mind. Our Why? Silvergate is the banking platform for innovators, and we believe in the power of entrepreneurs to create prosperity for our communities

Decision Making

• Evaluate and recommend cost effective software solutions to meet specific bank business objectives
• Prioritize incoming requests and incidents based on urgency and impact to the bank

KNOWLEDGE, SKILLS, AND ABILITIES

• Bachelor's degree in Business, Computer Science, or Communications; 5 years of related experience and/or training; or equivalent combination of education and experience
• 2 years of community banking experience with an emphasis in Incident Management
• Ability to work across lines of business to create and develop business requirements and design specifications. Experience diagnosing, reporting, tracking, and resolving user experience issues
• Must have an in-depth knowledge of computer systems, networks, and appropriate software applications, including strong technical aptitude and understanding of Microsoft Office suite of products
• Experience working with FIS Image Centre and/or the Horizon Bank core system a plus
• The ability and willingness to shift focus quickly and effectively, and consistently reprioritize requests is vital to success in this position

BANK SECRECY ACT
Responsible for adhering to the reporting and recordkeeping requirements of the Bank Secrecy Act and Anti-Money Laundering rules and regulations, observing economic sanctions by prohibiting transactions as specified by the Office of Foreign Asset Control (OFAC), following the Company’s customer identification program (CIP) rules, observing all Bank policies and procedures relating to BSA, OFAC, CIP, and related acts, and participation in ongoing related training.

WORK CONDITIONS
Remote work environment.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is:

• Regularly required to talk or hear
• Required to sit for long periods and reach with hands and arms
• Occasionally required to stand; walk
• Occasionally required to lift up to 10 pounds (items such as computer and workstation equipment)
• Must be able to communicate with customer and coworkers verbally and in writing
• Able to read documents, computer screens, reports, other communications and have the ability to adjust focus and close vision

This job description does not include every duty or responsibility that a person in the role may be asked to perform.

Silvergate is an EEO/AA/Disability/Vet Employer

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Salary : $108,675 - $132,825