Senior Incident Management & Operations Engineer - Hybrid at Charles Schwab

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

The Senior Information Technology Operations (ITO) Analyst oversees the day-to-day tactical Data Center IT Operations and serves as a central point and routinely interfaces with internal staff, management, technology, and business partners.  This role participates in the technical service fault detection, service recovery, escalation, and communications to ensure quick response to service disruptions. This position also provides proactive monitoring of all factors having a bearing on high availability and service level attainment. This will include frequent interaction with product engineering and support organizations, application development, and business personnel.

This role assists in Incident management and facilitation of technical recovery call conference with various engineering teams to ensure production system environment operate reliably and efficiently.  This team is one of five supporting 24/7/365 mission-critical operations and this role will operate the hours of 7:00 AM ET - 3:30 pm ET, Monday - Friday.  The role may require some flexibility on start and end times to accommodate business need.

Roles & Responsibilities:

Leadership:

• Manage day to day Data Center IT operations for server, mainframe, and network infrastructure.
• Help direct staff and subject matter experts of server, network, and mainframe operators.
• Ensure operational and escalation instructions from Sr. Managers are executed.
• Provide minute-to-minute operational oversight of all resources.
• Efficient allocation of resources for immediate response to crisis event.
• Make tactical decisions based on strategic goals and objectives.
• Coordinate training and onboarding of new staff, continuous training for junior and peer team members.

Operational Responsibility:

• Monitor MoogSoft Alerts/Situations per alert handling procedures ensuring Service Level event acknowledgement is met.
• Actively lead team to define thresholds, alerts, and notification as needed leveraging Grafana.
• Manage escalation workflow on Incident & Problem tickets per incident handling procedures while ensuring Service Levels are met.
• Review and approve Emergency, Latent, and Standard changes ensuring impact is properly assessed.
• Continually maintain technology change awareness that may occur during market hours.
• Closely monitor availability dashboards and Techline events.
• Identify and create operational procedures to improve IT operational readiness.
• Identify and contribute improvement opportunities that align with services enabling business success.
• Develop and document process workflows to align support with business operations and Incident, Problem and Change Management process.
• Coordinate training and onboarding of new staff, continuous training for junior and peer team members.

Service Delivery:

• Interface on behalf of ITO operations with technology support partners.
• Facilitate Tech conference calls involving several technology and business teams leading to service restoration.
• Ensure staff is available to provide technology support.
• Advocate for business partners on issues requiring support team awareness.
• Collaborate with technology partners professionally while ensuring services offered.
• Identify continuous service delivery opportunities to improve IT service readiness.
• Identify and contribute improvement opportunities that align with services enabling business success.

What you have

Required Qualifications:

• Bachelor’s degree in computer science, or related discipline with an information technology focus or equivalent experience.
• 3-5 years’ experience in leading IT professionals in large scale infrastructure/application environment.
• 5-7 years of experience in a large 24x7 high availability data center environment (1000+ servers)
• Possess specialized knowledge and understanding of server operating systems normally obtained through formal technical training.
• A solid understanding of a UNIX and Windows Server-based operating systems.
• Fundamentals on writing scripts in some administrative languages (PowerShell).
• Familiarity with Remedy/SmartIT service management tools.
• Strong problem solving and decision-making skills focusing on efficient service restoration.
• Proficiency with server administration, virtual server environments and cloud computing (AWS, GCP, Azure).
• Web server IIS administration and basic LAN/WAN experience is a plus.
• Strong problem solving and decision-making skills focusing on efficient service restoration.
• Ability to pay close attention to details while performing technically detailed tasks.
• IT management experience with process development and improvement.
• Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
• A change agent and forward thinking, ability to influence team with continuous operational and technology changes.