Enterprise Incident Manager HYBRID - Richmond VA
Enterprise Incident Manager HYBRID - Richmond VA
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Salary Not Disclosed
1 Vacancy
Job Description
The Enterprise Incident Manager holds a critical position at Atlantic Union Bank identifying and analyzing incidents coordinating with relevant teams to initiate triage containment and recovery efforts and documenting incidents to their resolution. The Incident Coordinator supports all Atlantic Union Bank teammates vendors customer segments and business units.
Position Accountabilities
- Responding to and resolving incidents in a timely and efficient manner.
- Coordinating with IT operations and other relevant teams or vendors during incident response.
- Ensuring incident response plans align with Atlantic Union Banks unparalleled customer experience standards.
- Documenting incident details causes and resolution actions for future reference.
- Providing administrative and incident case management support to the overall PIM process.
- Serving as primary PIM contact in the absence of the Enterprise Incident Manager.
- Collaborating with Business Line Experience and CX Program Manager on service recovery components of incident management and resolution.
- Partnering with Office of the President to detect early indicators of incidents through customer channels and complaint management.
- Escalating incidents requiring senior leadership intervention.
- Providing regular updates to relevant stakeholders about the status of incidents.
- Participating in postincident reviews and contribute to the implementation of corrective actions.
- Ensuring that the incident management process is adhered to across the organization.
Organizational Relationship
- This position reports directly to the Enterprise Incident Director.
- Internal Occasional contact with LOB leadership Executives Risk Management Compliance and Legal teammates.
- External Occasional contact with third party vendors.
Position Qualifications
Education & Experience
- Bachelors degree in business IT Computer Science or a related field.
- 3 years proven experience in incident management or a related field.
- 3 years experience in the financial services industry.
- 2 years working in a customer service environment.
- Process design and improvement experience.
- Project Management experience.
Knowledge & Skills
- Effective communication and interpersonal skills.
- Analytical thinking and problemsolving abilities.
- Customer centricity.
- Attention to detail and thorough documentation skills.
- Team collaboration and leadership skills.
- Results driven.
- Ability to stay calm under pressure and make sound decisions in crisis situations.
Salary offered will be based on several factors including but not limited to education work experience certifications etc. This position is also eligible to participate in either an applicable incentive compensation plan for the position or a discretionary profit sharing bonus program. General information on our comprehensive benefits package can be found by visiting are proud to be an Equal Employment Opportunity employer. We maintain a drugfree workplace.
Required Experience:
Manager
Employment Type
Full-Time
