Job description
The Service Availability Management (SAM) within TIAA serves as the liaison between IT and those impacted by technology service disruption during Major Incidents, service disruptions that impact multiple internal staff and/or external clients. SAM is seeking a Service Availability Manager who will tasked with facilitating triage calls and working with the various technology teams to restore service as quickly as possible and supporting multiple deliverables during and outside of those events. The candidate must be able to coordinate and drive process improvements across functional teams. This is a “hands-on” position, with a strong emphasis on providing production support within a fast-paced IT production environment.
Key Responsibilities and Duties
- Provide ITIL based knowledge and expertise in support of the Incident Management functions
- Review processes and procedures, identify process gaps, and recommend and assist in end-to-end process improvements
- Assist in the development of documentation to support established Incident Management policies and procedures and training documentation
- Ensure required technical resources are engaged to restore service for business critical events and perform hierarchical escalations as needed.
- Assess, act upon, escalate and communicate regarding Major Incidents that are reported by internal staff
- Produce clear and concise information/communication to a variety of staff on varying levels, including IT Senior Leadership, providing incident details.
Educational Requirements
- University (Degree) Preferred
Work Experience
- 5+ Years Required; 7+ Years Preferred
Physical Requirements
- Physical Requirements: Sedentary Work
Career Level
8IC
Required:
- Working knowledge of Information Technology Infrastructure Library (ITIL) v3/v4 and IT Service Management (ITSM) processes
- 5+ years' experience with ServiceNow.
- Analytics and troubleshooting skills.
- Experience with multitenant architecture, infrastructure, and hosting technologies, i.e. OpenShift, and VMWare.
- Experience with varying monitoring tools, i.e. Dynatrace, NS Splunk.
- Experience with reporting analytics tools, i.e., Tableau, and ServiceNow.
Preferred:
- Financial services industry experience
- Superior Oral/written communication skills – ability to translate technical jargon to laymen’s terms
- Demonstrated ability to prioritize projects and efforts with minimal guidance ITIL v4 expert.
- Ability to operate under stress within fast-paced environment and to maintain a high level of attention to details and adapt to needs based upon severity of each incident.
- Experience in 24x7 IT production support operations
Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).
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Company Overview
TIAA is the leading provider of financial services in the academic, research, medical, cultural and government fields. We offer a wide range of financial solutions, including investing, banking, advice and education, and retirement services.
Benefits and Total Rewards
The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That’s why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our
Benefits Summary
.
Equal Opportunity
We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.
Read more about the Equal Opportunity Law
here
.
Accessibility Support
TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.
If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:
Phone: (800) 842-2755
Email:
accessibility.support@tiaa.org
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