Lead Incident Management Specialist

at Discover Bank in New Castle, Delaware, United States

Job Description

Discover. A brighter future.

With us, you'll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it - we want you to grow and make a difference at one of the world's leading digital banking and payments companies.We value what makes you unique so that you have an opportunity to shine.


Come build your future, while being the reason millions of people find a brighter financial future with Discover.


Job Description

Responsible for managing thelife-cycleof assigned Consumer Banking Problems. The primary objectives are to identify the root cause and Impact from issues, minimize the future impact from issues, and document the actions taken to resolve the problem. They perform this work in partnership with the BT, Business, Business Risk, Legal and Compliance teams by assigning Tasks/Action Items and follow them to completion



*Responsible for managing thelife-cycleand coordination of actions to resolve issues for all assigned Problems. Performs/effectively challenges root cause analysis, identify and coordinate actions to fix the issues and appropriate controls/preventative measures are implemented.

*Manages the service level agreements for each Problemassigned, andworks with business partners to resolve or escalates issues appropriately for timely resolution.

*Maintains inventory of problems and their current progress and status in ServiceNow. Works with business partners to ensures quality of documentation to meet established standards.

*Identify and propose process improvements, including any workflow interface changes, when managing lifecycle of Problem.

*Mentor Service Support Specialists assigned to LOB if assigned.


Minimum Qualifications

At a minimum, here's what we need from you:

*Associate's Degreein Business, IT,or relatedquantitativefield

*4+ years Consumer Banking Call Center Operations, Project management or Operations, or related experience

*In lieu of a degree,6+ years ofexperience inConsumer Banking Call Center Operations,Project Management,Operations, or relatedfield


Preferred Qualifications

If we had our say, we'd also look for:

*Bachelor's Degree in Business, IT, orrelatedquantitativefield

*1+ years People Management, or related experience


What are you waiting for? Apply today!


The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.

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Job Posting: 875991

Posted On: Nov 22, 2021

Updated On: Dec 04, 2021