Mechanics Bank is currently searching for an IT Incident Specialist to join our team in Irvine, California. Here at Mechanics Bank, we value connection, partnership, long term relationships and working together in person.

The IT Incident Specialist is responsible for the day-to-day facilitation of the Incident Management process. Responsible for escalating priority incidents, addressing macro customer complaints, and providing notification of priority problems to Management. Ensures that every incident ticket has an owner, is assigned to an appropriate support group, and receives regular updates until resolution is provided.

Responsible for day-to-day operational impacts and trends based on the information stored in incident tickets and requests for service. Also responsible for demonstrating adherence to the Service Delivery procedures within the IT Service Desk. Responsible for organizing and scheduling resolution of reported incidents. Provides quality monitoring, facilitation, and feedback to IT partners for open and aging incidents

What you will be doing:

• Ensures all IT incidents are being worked on in accordance with the standard service level recovery targets, the standard notification schedules, and the standard problem escalation procedures. Escalate and communicate incident impacts to senior management as appropriate

• Manage severity incidents, which may include distributing informational notifications, escalating to leadership and management, and coordinating/facilitating conference calls to drive direct resolution efforts

• Provide trend analysis information and alert management to patterns that are identified through review of all incidents being reported to the Service Desk

• Monitor incident handling processes and ensure that call types are maintained as to their prescribed severity, service level, and support group

• Manage and facilitate all follow up responsibilities if mitigated Incidents as defined in the Problem Management Process

• Perform on-call responsibilities after business hours

• Collaborate within the Service Desk department, and focus on Service Delivery:

• Assist in reviewing progress towards resolution for active and aging incidents

• Assist in reviewing Ticket Quality

• Assist in reviewing Call Quality

• Assist in demonstrating departmental procedural adherence and consistency

• Assist in Knowledge integration and use of support documentation

• Develop incident and problem reports, track statistics on departmental service level performance, and provide ad-hoc reports as required

• Develop and maintain Service Desk policy, procedure, troubleshooting documentation, and provide turnover information of new applications to the Service Desk team and train the Service Desk Analysts

• Other duties as assigned where scheduling, flexibility, and daily availability will be necessary

Who you are:

• Bachelor's Degree preferred

• Possess outstanding interpersonal, communication, and negotiation skills

• Must have the ability to work under pressure with minimal supervision

• On-call experience strongly suggested

• Additional experience may be considered in lieu of degree.

• Minimum 3 Years of Experience

• Work experience in IT, customer service or Service Desk field

• Excellent verbal and written communication skills. Must be able to effectively communicate with all levels of internal customers, support personnel, senior management, and vendor/partners

• Technical acumen

• Ability to exercise good judgment when determining if/when to escalate and communicate problems to Senior Management

• Demonstrate effective active listening skills

• Demonstrate strong organizational skills and the ability to coordinate multiple simultaneous activities

• Ability to work independently and in teams

• Ability to analyze and sort multiple variables and facts while deriving logical conclusions

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Pay Range: $68,640 - $92,500 annually

Final compensation package will be determined by the work experience, education, and/or skill level of the applicant along with internal equity and alignment with geographic market data.

• Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.

• Please view Equal Employment Opportunity Posters provided by OFCCP here.

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