IT Major Problem Manager

Who We Are

BankUnited (NYSE: BKU) is a national bank headquartered in Miami Lakes, Florida with banking centers in Florida, the New York metropolitan area and in Dallas, Texas. BankUnited has two subsidiaries, Pinnacle Public Finance headquartered in Scottsdale, Arizona and Bridge Funding Group headquartered in Hunt Valley, Maryland. We pride ourselves on our entrepreneurial and collaborative culture encompassing the best minds, the brightest talent and the boldest decision makers.

BankUnited is ranked #4 as one of America's Most Trusted Companies in the Banking industry and is honored to have been included on the Newsweek and Statista America's Most Trusted Companies Award List!

Our Culture

At BankUnited, we foster an inclusive environment where all employees have the opportunity to advance, grow and achieve their goals. Our rally cry is to GO FOR MORE™, a call to action to go above and beyond to provide the best customer experience to every client.

Why BankUnited

Working for BankUnited offers you exciting challenges and opportunities to advance your professional development, while empowering you to deliver and be your best. We strive to provide a competitive benefits plan to our employees and are proud to have been awarded HEALTHIEST EMPLOYER by the South Florida Business Journal for three consecutive years since 2020.

As a company, we believe we are only as successful as our people and are committed to providing training and innovative resources that prepare you to reach your full potential. That's why in addition to tuition reimbursement, we provide our employees with exciting courses and training through our own GO FOR MORE™ Academy.

If you thrive in a fast-paced collaborative work environment, Apply Now and start your journey with BankUnited today!

Job Description

SUMMARY: The Major Problem Manager is responsible for driving root cause analysis and problem remediation of high priority Problems, ensuring the implementation of permanent fix in production environment with the purpose of improving the availability of critical systems. The individual will provide leadership to various technical teams and guide them in their efforts throughout the life cycle of high priority problems, leveraging best practices according to the ITIL framework.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

• Drives fast root cause identification and prompts remediation of Major Problem records with the purpose of preventing problems and eliminating recurring incidents.
• Hosts Major Problem Review calls to determine root cause and action plan towards preventing problem recurrence.
• Manages the life cycle of Major Problem records from root cause investigation to permanent problem resolution and closure.
• Owns the Major Problem Management process, including operations, process documentation, risk/compliance and governance.
• Drives complex technical problems where analysis of situation requires in-depth evaluation and technical knowledge of all areas driving restoration of service with support teams.
• Serves as a consultant and mediator for technical challenges.
• Effectively communicates issues to engineers and leadership within support teams, and resolutions or work-around to the customer as appropriate.
• Owns Problem Management validation of known error resolution and final validation, protecting the production environment.
• Partners with Service Delivery and Application Support teams to collaborate on Continuous Improvement efforts and drive stability on Production environment.
• Engages on ITSM projects and any related initiatives with little to no supervision.
• Possess project delivery skills and experience working directly with stakeholders, customers, and clients.

EDUCATION and/or EXPERIENCE

• Bachelor's Degree in a related IT field preferred or equivalent experience.
• 4-6 Years as Problem Manager in a corporate environment and have been directly involved in two or more SDLC related phases required

CERTIFICATES, LICENSES, REGISTRATIONS:

• ITIL Foundations Certification required
• PMP certification preferred