ITSM process Lead

Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.

East West Bank is seeking for an ITSM Process Lead to join our IT Operations Risk Management team. The ITSM Process Lead will work to identify, develop, assess, and validate IT processes against acceptance criteria and help establish IT process Risk Assessment Oversight program. The successful candidate will play a critical role in ensuring IT processes adhere to risk management and compliance standards.

• Help establish IT Process Risk Assessment Oversight Program
• Identify, develop, assess, and validate IT processes and performance metrics against acceptance criteria to ensure expected deliverables and control effectiveness
• Manages activities that support, improve, and maintain the complete lifecycle for ITSM processes
• Manages and track appropriate service performance levels including SLAs, KPIs, and KRIs for all IT Operations processes
• Leverages industry-leading standards, practices and frameworks to determine how ITSM processes will be designed and/or improved
• Develops and utilizes reports and dashboards to monitor and support ITSM process performance and compliance
• Escalates deficiencies of processes/service performance levels according to established policies, standards, and procedures as appropriate
• Partner with various IT Operations groups and provide support of continuous process improvement initiatives
• Assists in the development and implementation of performance metrics and measurement tools
• Provide support as needed to ensure proper execution of IT processes
• Perform other duties as assigned by management

• Bachelor’s degree or higher in Information Systems, Computer Science, and or equivalent combination of work experience.
• Minimum of 8 years in planning, designing, developing, implementing, or supporting ITSM processes
• Experience with ITSM tools (e.g. JIRA, ServiceNow, etc)
• Experience developing and delivering IT process metrics and reporting
• In-depth experience of ITSM with specific focus to ITIL processes (Asset Management, Incident Management, Change Management, Problem Management, Service Level Management, etc.).
• Knowledge of key ITSM metrics such as Mean Time to Resolution (MTTR), First Contact Resolution (FCR), Change Success Rate (CSR), and Service Availability.
• Understanding of areas such as servers, databases, storage, backup and recovery, asset management, certificate management, capacity, etc.
• Professional certification of ITIL or similar preferred
• Banking/Financial Services background desired
• Detail oriented with strong organizational and prioritization skills.
• Strong communication and writing skills
• Working knowledge of Microsoft Word, Excel, PowerPoint, Visio