Candescent is the largest non-core digital banking provider. We bring together the transformative technologies that power and connect account opening, digital banking and branch solutions for banks and credit unions of all sizes on any core. Our Candescent solutions power the top three U.S. mobile banking apps and are trusted by banks and credit unions of all sizes.

We offer an extensive portfolio of industry-leading products and services with an extensible ecosystem of out-of-the-box and integrated partner solutions. In addition, our API-first architecture and developer tools enable financial institutions to optimize and expand upon their existing capabilities by seamlessly integrating custom-built or third-party solutions. And our connected in-person, remote and digital experiences reinvent customer service across all channels.

Self-service configuration and marketing tools give financial institutions greater control of their branding, targeted messaging and overall user experience. And data-driven analytics and reporting tools provide valuable insights to help drive continued growth and profitability. From conversions and implementations to custom development and customer care, our clients get expert, end-to-end support at every step.

Key Areas of Responsibility

• Manage the training, performance, and career development of a team of IT Command Center analysts, levels I & II
• Ensure the completion of all cases and case tasks
• Represent the first stage of escalation for incidents and/or customer cases
• Act as a point of contact for all major incidents
• Execute the "Major Incident Management" process and carry out the respective reporting procedure
• Communicate incident details to the business
• Monitor incidents to ensure that Service Level Agreements are respected
• Ensure the resolution of all major incidents
• Participate in major incident reviews (i.e., Problem Management participant)
• Review Changes for approval
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology are reviewed and enhanced where applicable

Basic Qualifications:

• Bachelor’s degree in information technology, computer science or related field, or equivalent work experience
• 3+ years managerial/leadership experience
• Broad IT knowledge and experience
• Outstanding communications skills, both written and verbal
• Excellent troubleshooting skill with experience
• Proven major incident management experience

Preferred Qualifications:

• Experience in the Banking/FinTech Industry
• Observability tool experience (Dynatrace, SolarWinds, GCP, etc.)

EEO Statement

Integrated into our shared values is Candescent’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Candescent is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at Candescent has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: Candescent only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, Candescent employees, or any Candescent facility. Candescent is not responsible for any fees or charges associated with unsolicited resumes.