Control Room - Problem Manager - Assistant Vice President

Deutsche Bank; Jacksonville (FL); Hybrid; USD 78,000 - 112,000; Full time

Job summary

A leading bank in Jacksonville is seeking an Assistant Vice President for the Control Room, focusing on Problem Management and Production Stability. The role involves managing incidents, collaborating with various teams, and driving improvements in service operations. The successful candidate will have a strong background in IT infrastructure and excellent communication skills, ensuring effective stakeholder engagement and incident resolution.

Benefits

Hybrid working model

Generous vacation days

Health and wellbeing benefits

Retirement plans

Educational resources

Qualifications

• Experience in complex Problem Investigations with multiple teams.
• Knowledge of ITIL and ITSM processes in a global production environment.

Responsibilities

• Manage the Problem Management Lifecycle for CB Technology Production.
• Chair blameless Post Mortem Reviews for Critical Incidents.
• Perform Proactive Problem Analysis based on Incident trends.

Skills

Problem Management

Communication

Risk Management

ITIL

ITSM

Tools

UNIX

Database

Middleware

Cloud

Job description

Job Description:

Job Title: Control Room - Problem Manager

Corporate Title: Assistant Vice President

Location: Jacksonville, FL

Overview

The Corporate Bank (CB) Control Room fosters collaboration across CB & Technology, Data, & Innovation (TDI) to maintain stability and protect our client's experience. It provides holistic oversight of all CB Tech Applications, ensuring stability, safeguarding client experience, and the bank's revenues. This includes driving collaboration for key projects across CB, bridging Technology, Operations, Business, and Client Teams.

We are reactively responsible for responding to Major Incidents, acting as the heartbeat during incidents to ensure all stakeholders are informed and supported in decision-making for rapid remediation and root cause analysis to prevent recurrence. Proactively, we drive continuous improvements, coordinate Disaster Recovery (DR) events, manage capacity compliance, regulatory reporting, and develop and report on CB Tech Production Key Performance Indicators (KPIs). Our stakeholder engagement is extensive, aiming for optimal results through collaboration.

This role influences and promotes a culture of proactive continual improvement within the Production environment via Problem and Risk Management forums. It supports timely Root Cause Analysis of Critical Incidents and shares lessons learned with a Risk-Based approach. The professional should have experience with all relevant tools used in Service Operations and ensure that Service Operations stakeholders receive optimal service. You will be an integral part of the Control Room, focusing on Production Stability, and will also support the Core Control Room and Risk Functions as needed.

What we offer you

• A diverse and inclusive environment that embraces change, innovation, and collaboration
• A hybrid working model, allowing in-office and remote work flexibility, along with generous vacation, personal, and volunteer days
• Employee Resource Groups supporting an inclusive workplace and community engagement
• Competitive compensation, health and wellbeing benefits, retirement plans, parental leave, and family benefits
• Educational resources, matching gift, and volunteer programs

What You'll Do

• Manage the Problem Management Lifecycle for Problems affecting CB Technology Production and support other Problem Managers as needed. Participate in Major Incidents affecting the Corporate Bank as required.
• Chair blameless Post Mortem Reviews with Key Stakeholders for Critical Incidents, ensuring immediate Root Cause and preventative actions are understood and communicated.
• Attend Weekly Major Incident Review meetings and update the Corporate Bank Leadership Team on Post Mortem findings, highlighting risks and concerns.
• Perform Proactive Problem Analysis based on Incident trends and other triggers.
• Partner with stakeholders to prioritize the Development of the Problem Remediation work. Chair the Control Room Start of Day Regional Calls for Production when required.
• Lead Senior Management/Stakeholder calls for Major Critical Incidents as needed.

Skills That Will Help You Excel

• Successful experience in complex Problem Investigations with multiple teams.
• Knowledge of complex IT infrastructure (UNIX, Database, Middleware, Cloud, etc.) and production Application Support Services, ITIL, ITSM processes in a global production environment.
• Excellent communication skills and experience managing relationships with senior management across Tech, Ops, and Business units.
• Innovative, creative, articulate, and capable of working with diverse stakeholders.
• Experience with Major Incident Management and a strong focus on Risk Management is advantageous.

Expectations

The Bank expects employees in this role to work from the Jacksonville, FL office in accordance with the hybrid working model.

Deutsche Bank provides reasonable accommodations for candidates and employees with verified needs related to disability or religion.

The salary range for this position in Jacksonville is $78,000 to $111,800. Actual salaries depend on skills, experience, education, location, and other factors. This range does not include incentive or other remuneration.

Deutsche Bank Benefits

We recognize the profound impact of our benefit programs, which are designed to support our colleagues' physical, emotional, and financial wellbeing, enabling them to live authentically and be their whole selves at every life stage. Benefits include wellness programs, financial security, and work-life balance initiatives. Learn more about life at Deutsche Bank.

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We strive for a culture of empowerment, responsibility, commercial thinking, initiative, and collaboration, celebrating our collective successes. We are an Equal Opportunity Employer—Veterans/Disabled and other protected categories. See our notices: EEOC Know Your Rights, FMLA Rights, Employee Polygraph Protection Act, and Pay Transparency Nondiscrimination.