SouthState Bank · 7 hours ago
Incident & Problem Manager - Remote
United States
Full-time
Remote
Mid, Senior Level
$66K/yr - $106K/yr
5+ years expSouthState Bank is a trusted financial partner known for its commitment to helping customers. The Major Incident Manager/Problem Manager is responsible for managing all IT major incidents, facilitating communication, coordinating teams, and ensuring timely resolution of issues while maintaining documentation and supporting process improvements.
BankingFinanceFinancial ServicesLendingWealth Management
Responsibilities
Leveraging PagerDuty to issue all communications and providing key stakeholder management notification and updates
Facilitating, and chairing all investigation activities, meetings, and conference calls
Forming action plans with specific actions, roles, and deadlines, and ensuring these are completed
Manage processes and resources including third parties to include resolving conflict to move forward to resolution
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up to date, including weekly post major incident reviews and host problem management reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing the PagerDuty tool and resources to manage major incidents effectively
Providing periodic major incident and Problem Management metrics reports
Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Help drive resolution and ownership for client impacting incidents that have been promoted to a major incident
Act as first escalation point for Bank Operations in the event of suspected or confirmed service interruption or degradation
Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible
Conducts escalation to service teams, senior management, and leaders to ensure appropriate awareness, engagement, and focus
Coordinating large cross functional teams
Reporting, Metrics, and analysis trends Vendor/Inhouse/Process Failures
Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
Work closely with SMEs to quickly identify customer impact (who, how, when)
Coordinates and drives Restoration of Service for Major Incident events
Vendor management/relations/escalations
Identifying root cause and mitigation
You'll be the quarterback of conference calls, commanding and controlling aspects of the meetings to maintain details of problems, identify needs to mitigate impact, take steps to restore service, and provide ETAs of resolutions
You'll drive calls of upwards of 50 associates and engage teams needing RCA for issues
Identify trends related to Incidents, Change and Problem and recommend viable solutions to prevent future occurrences, partnering with multiple divisions throughout the firm to drive a reduction in client impacting incidents
Open problem records and assign tasks for all incidents you have ownership of
Ability to provide a graceful hand off to the IT Services Director if an incident will escalate to P1 while continuing to stay engaged throughout the entire life cycle
Help with the review of and the acceptance or rejection of major incident proposals
Support and drive automation, elimination, and simplification of our current processes
Propose and undertake routine preventative actions to avoid service interruption or degradation
Host and participate in incident reviews (Problem Management) to track updates, correction action plan, root cause, preventative action plan
Ensure the closure of all incident records
Qualification
Required
Bachelor's Degree in IT related field or related
5+ years of operational or incident management experience
3+ years of experience using enterprise communication tools such as PagerDuty, Teams and Outlook
Ability to effectively communicate both and up and down throughout the organization and ability to swivel between business and IT employees
Ability to effectively multitask and handle competing priorities
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams)
Experience working remote while staying engaged with various teams
Proven incident management experience
Leadership experience
Outstanding communications skills, both written and verbal strong team-oriented attitude
Broad IT knowledge and experience
Excellent troubleshooting skills with experience
Strong Understanding of Information Technology Infrastructure Library (ITIL)
Understanding of application architecture at a high level and its related components like network, storage, DB, OS
Minimum rudimentary understanding of cloud technology
Experience in the financial services or banking domains
Company
SouthState Bank
The SouthState story is one of steady growth, deep community roots, and an unwavering commitment to helping our customers move forward.
1001-5000 employees
H1B Sponsorship
SouthState Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (2)
2022 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2013-08-09IPO
Leadership Team
D
Dan Bockhorst
Executive Vice President Chief Credit Officer
Recent News
2025-12-16
2025-10-24
Company data provided by crunchbase