IT Service Management and Continuity Lead

Come work with us:

Metropolitan Commercial Bank (the “Bank”) is a full-service commercial bank based in New York City. The Bank provides a broad range of business, commercial, and personal banking products and services to individuals, small businesses, private and public middle-market and corporate enterprises and institutions, municipalities, and local government entities.

Metropolitan Commercial Bank was named one of Newsweek’s Best Regional Banks and Credit Unions 2024. The Bank was ranked by Independent Community Bankers of America among the top ten successful loan producers for 2023 by loan category and asset size for commercial banks with more than $1 billion in assets. Kroll affirmed a BBB+ (investment grade) deposit rating on January 25, 2024. For the fourth time, MCB has earned a place in the Piper Sandler Bank Sm-All Stars Class of 2024.

Metropolitan Commercial Bank operates banking centers and private client offices in Manhattan, Boro Park, Brooklyn and Great Neck on Long Island in New York State.

The Bank is a New York State chartered commercial bank, a member of the Federal Reserve System and the Federal Deposit Insurance Corporation, and an equal housing lender. The parent company of Metropolitan Commercial Bank is Metropolitan Bank Holding Corp. (NYSE: MCB).

About the role:

Metropolitan Commercial Bank (the “Bank”) is seeking an experienced IT Service Management and Continuity Lead who will be responsible for developing, implementing, and maintaining processes related to operations especially incident management, problem management, change management, service delivery, business continuity and disaster recovery plans to ensure the resilience of IT systems and operations. This position sits under the Technology Security team and requires interaction with all IT team, Information security, Bank staff, and third-party vendors, and coordination with various departments. This position is ideal for a candidate who will thrive in a fast-paced, entrepreneurial environment.

Duties and responsibilities of the job include the following (but is not limited to):

• Define processes, policies and procedures and establish governance to ensure the IT operational efficiency and quality, as well as continuity.
• Act as the incident, problem and change manager. In this capacity, respond to and manage IT incidents and disruptions, ensuring timely recovery and minimal impact on operations. Lead dedicated Incident management bridge when required.
• Identify gaps identified in incident post-mortems and recommend control improvements, ensuring our processes evolve to meet emerging threats.
• Maintain existing documentation such as incident response playbooks, and Operating Procedures and runbooks that empower our team to act decisively.
• Establish and publish key performance and risk indicators (KPI and KRI) to be presented to the Chief Information Officer monthly, explaining trends and proposing insight and opportunities for improvement in collaboration with the managers.
• Serve as the point of contact Technology Business Continuity and Disaster recovery capabilities.
• Maintain comprehensive IT business continuity and disaster recovery plans.
• Conduct risk assessments and identify critical IT systems and processes according to BIA.
• Collaborate with Information Security and business units to identify alternative plans and recovery strategies.
• Coordinate and plan regular testing of IT business continuity and disaster recovery plans.
• Maintain documentation of internal or external DR exercises.
• Ensure compliance with industry standards and regulatory requirements.
• Provide training and awareness programs for staff on business continuity practices. Cross-train with others in the team to ensure proper backup of skills
• Monitor and report on the effectiveness of business continuity plans and make necessary adjustments.
• Maintain documentation and records related to business continuity and disaster recovery activities.
• Serve as Incident, Problem and Change Management lead, fostering a culture of excellence and continuous improvement.
• Create and maintain reports for tracking and monitoring of IT operational efficiency.
• Evaluate industry innovations, maturity, trends, and changes regularly to plan and recommend improvements to the existing processes.
• Support the IT management in delegated responsibilities as needed, such as risk assessment and audit efforts.

Knowledge, skills and abilities (required for the job):

• Strong understanding of ITSM best practice processes, with hands on experience in incident response, problem, change and asset management industry experience.
• Hands-on experience with industry standards enterprise service management tools for incident, change, problem management such as Service Now, Jira or Freshservice.
• Knowledge of the Business Continuity and Incident Management functions is required.
• Ability to define operational KPI and KRI and interpret them.
• Ability to develop senior level presentations in PowerPoint and leverage MS Excel to perform data analytics and develop reports that will provide insights to senior leaders
• Familiarity with Business Continuity and Disaster Recovery concepts, such as BIA, RTO, RPO, IRT, CM.
• Ability to grasp new concepts quickly, troubleshooting and identifying root cause, and propose permanent solutions.
• Proactive approach and ability to work independently on numerous projects/ activities at the same time with minimal oversight.
• Flexibility to work in a constantly evolving environment and learn new technologies quickly.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with technical and non-technical stakeholders

Preferred experience, education, and qualifications:

• Knowledge of IT Services management framework and best practices
• Experience with Business Continuity Management lifecycle
• Ability to work in a constantly evolving environment
• Must have excellent written and verbal communication skills
• Must be a good listener and good teacher
• Demonstrate analytical, troubleshooting and problem-solving skills
• The ability to learn new technologies quickly
• Self-directed individual with technology and communication skills.
• Ability to take in multiple sources of information with an understanding of the bigger picture need, want, and operation of the Bank.
• Collaborative team-player who can find creative and practical solutions in a dynamic work environment.
• Ability to handle ambiguity, juggle multiple matters at once, and quickly and seamlessly shift from one situation or task to another.

Potential Salary: $150,000 - $165,000 annually

This salary range only reflects base wages and does not include benefits, bonus, or incentive pay. Salary bands are purposefully wide ranging to encompass the different factors considered in determining where a candidate falls in the range, including but not limited to, seniority, performance, experience, education, and any other legitimate, non-discriminatory factor permitted by law.

Metropolitan Commercial Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.