Problem & Incident Manager

East West Bank is seeking an experienced Problem & Incident Manager to join the Network Operations Center (NOC) organization and lead Problem Management practices across the enterprise. This position will also support the Major Incident Management function within NOC. The Problem & Incident Manager will play a key role in supporting the Bank's missioncritical technology environment, banking applications that require high availability and operational resilience. This position partners closely with NOC leadership, service owners, infrastructure teams, and business stakeholders to maintain service stability, improve operational maturity, and drive continuous service improvement.

Problem Management

• Own the enterprise Problem Management process from identification through closure.
• Analyze incident trends to identify recurring service disruptions and systemic technology risks.
• Facilitate Root Cause Analysis (RCA) investigations following major incidents and recurring issues.
• Coordinate cross-functional teams in identifying root causes, contributing factors, and corrective actions.
• Ensure corrective actions are assigned, tracked, and completed according to established timelines.
• Conduct problem review meetings and report status to technology leadership.
• Maintain a repository of Known Errors, Workarounds, and Problem Records.
• Drive permanent resolution efforts that reduce incident volume and improve service reliability.

Major Incident Management

• Lead real-time Major Incident Management activities for technology incidents impacting business-critical systems and services.
• Assume the role of Incident Commander during Severity 1 and Severity 2 incidents.
• Coordinate technical response teams across Infrastructure, Cloud, Network, Security, Desktop Services, Telecom, and Application Support groups.
• Facilitate incident bridge calls and ensure effective communication between technical teams and business stakeholders.
• Drive rapid service restoration while minimizing business impact.
• Maintain executive visibility through timely status updates, impact assessments, and business communications.
• Monitor incidents through resolution and ensure all actions are documented within the ITSM platform.
• Establish and continually improve Major Incident Management procedures, playbooks, and escalation processes.

Operational Excellence & Reporting

• Develop and maintain key operational dashboards and metrics for Incident and Problem Management.
• Analyze operational trends and provide recommendations for continual improvement.
• Assist leadership with creation and analysis of operational reports, service metrics, and executive dashboards.
• Support regulatory, audit, risk management, and compliance reporting requirements.

NOC & Technology Operations Support

• Partner closely with NOC teams to provide 24x7 operational support for business critical banking applications and infrastructure platforms.
• Support monitoring, escalation, and coordination activities for critical production environments.
• Participate in operational readiness reviews, maintenance planning, disaster recovery exercises, and change risk assessments.
• Assist with service restoration activities involving cloud services, enterprise infrastructure, networking, telecommunications, and business applications.
• Support incident response activities impacting Azure, Microsoft 365, networking, telecommunications, voice systems, and enterprise platforms.

Compliance, Governance & Risk Management

• Ensure all Incident and Problem Management activities comply with bankingregulatory expectations including FDIC, SEC, FFIEC, SOX, and internal audit requirements.
• Maintain complete documentation and evidentiary records supporting audits and examinations.
• Participate in regulatory reviews, audits, and operational risk assessments as required.
• Promote adherence to ITSM governance frameworks, operational controls, and service management best practices.

• Minimum 7 years of experience in Problem and Incident Management, Major Incident Management, NOC Operations or Technology Operations.
• Experience leading enterprise-wide incident response involving multiple technology teams.
• Experience conducting Root Cause Analysis and managing corrective action programs.
• Strong understanding of IT Service Management (ITSM) concepts including Incident, Problem, Change, and Major Incident Management.
• Experience with Jira Service Management, ServiceNow, or similar ITSM platforms.
• Strong communication and stakeholder management skills.
• Exceptional documentation, organizational, and analytical abilities.
• Ability to perform effectively during high-pressure and high-visibility incidents.

Preferred Qualifications

• ITIL Foundation or ITIL Managing Professional Certification.
• Experience supporting financial services, banking, or highly regulated environments.
• Experience with LogicMonitor, Splunk, Grafana, Dynatrace, AppDynamics, Datadog, or similar observability platforms.
• Familiarity with FFIEC, FDIC, SOX, and regulatory technology controls.
• Knowledge of cloud, network, server, storage, and end-user computing environments.

Applicants must have legal authorization to work in the United States.  We do not offer visa sponsorship at this time.  

Success Measures

• Reduction in repeat incidents and chronic service disruptions.
• Timely completion of Root Cause Analyses and corrective actions.
• Effective management of Severity 1 and Severity 2 incidents.
• Increased service reliability and availability across critical banking platforms.
• Strong audit and regulatory compliance outcomes.
• Improved executive visibility into operational risks and service health.
• Mature and measurable Incident and Problem Management practices aligned with ITIL best practices.