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Job Summary

The Manager - IT Command Center (ITCC) is the subject matter expert responsible for managing and monitoring Bread Financial's IT infrastructure and leading the incident management process. This role primarily involves working in the IT Command Center, and focusing on leading incident management, remediation and problem management. The ideal candidate will be a continuous learner, adaptable, and a critical thinker.

Essential Job Functions

• Collaborate with IT Teams in developing solutions to known problems to ensure the availability of production systems. Communicate general, technical, and operational reports to stakeholders at all levels and synthesize technical data for delivery to non-technical audiences. Respond to complex problems escalated by leadership. Represent the ITCC on critical or enterprise-wide environment issues. - (25%)

• Responsible for overseeing the proactive identification of IT incidents, making decisions on prioritization & impact of incidents, and taking steps to mitigate financial and repetitional risk. Leads ITCC analysts in the use of monitoring tools and internal team runbooks to correlate data across tools to action incidents. Perform more complex testing to confirm network availability and resiliency. - (20%)

• Manage the creation and ongoing maintenance of run books/ documentation. Identify opportunities for process improvement and drive changes to closure. Demonstrate a sense of urgency and judgment needed to effectively identify potential incidents. Identify risks and communicate and mitigate them utilizing the Incident and Problem Management processes. - (20%)

• Perform and/or management of root-cause analysis and proactive trend analysis to ensure Problem Management is executed for incidents per policy. This includes identifying areas of opportunity to reduce or eliminate the risk of incident recurrence by ensuring preventative and corrective measures are implemented. - (15%)

• Plan and execute staffing projections, development plans, and mentoring for associates. Document progress and provide coaching as appropriate. Be a SME for training ITCC Analysts. Demonstrate sense of urgency and commitment required for a 24/7 operation and participate in on-call rotation. Represent the ITCC on critical environment issues and be a driver during crisis management situations. - (15%)

• Responsible for leading a team of analysts and Incident Managers conducting operational support during major incidents, ensuring adherence to KPIs, and continuous improvement of incident processes and support tools. - (5%)

Minimum Qualifications

• High School Diploma or GED.

• 7+ years of experience in a network operations center, SOC, or similar environment.

• 3+ years of team leadership experience.

Preferred Qualifications

• Bachelor’s Degree in Information Systems, IT, Computer Science, or related field.

• ITILv4 Foundations Certification

• CCNA Certification or equivalent

• 3+ years of experience working in Incident and Problem Management in a mid to large size enterprise network.

Skills

• Working Independently

• Communication

• Problem Solving

• Microsoft Office

• Monitoring Tools

• Microsoft PowerShell

• Python (Programming Language)

• Splunk

• ServiceNow Platform

• Information Technology Infrastructure Library (ITIL)

• Network Operations Center (NOC)

Reports To: Director and above

Direct Reports: 6 - 10

Work Environment

• Shift-based role (1st, 2nd, 3rd), full time in office requirement, with shifts varying based on business needs. Standard office environment. Occasional travel may be required.

• 2nd Shift: 3:00pm - 11:00pm EST

• Monday - Friday

Physical and Mental Requirements

To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.

• Communicate/Hearing

• Communicate/Talking

• Move/Traverse

• Reaching

• Stationary Position/Seated

• Typing/Writing

• Maintain focus in high pressure or fast-paced work environment

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

Salary Range (unless otherwise noted below):

$97,900.00 - $177,400.00

Full Salary Range for position:

California: $112,600.00 - $221,800.00

Colorado: $97,900.00 - $186,300.00

New York: $107,700.00 - $221,800.00

Washington: $102,800.00 - $204,000.00

Maryland: $102,800.00 - $195,200.00

Washington DC: $112,600.00 - $204,000.00

Illinois: $97,900.00 - $195,200.00

New Jersey: $112,600.00 - $204,000.00

The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.

Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.

All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.

Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.

Click here for more Benefits information.

About Bread Financial

• Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
• The Company is an Equal Opportunity Employer.
• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
• The Company participates in E-Verify.
• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.

Job Family:

Information Technology

Job Type:

Regular