IT Director, Systems Support

The UMB Incident Command Center (ICC) leads the Incident Response executing our playbooks flawlessly as one company focused on restoring service rapidly with minimal customer impact. ICC brings leadership and discipline during an incident and importantly reinforces the program through preparation and planning, with a balance between authoritative and collaborative operation modes.

As the IT Director of Systems Support, you will bring thought leadership to the Command team, a highly visible function with top executives, that leads and influences teams across the organization including Legal, Public Relations, Security and Technology functions. You will also continue to strengthen the relationship with Site Reliability Engineering (SRE) collaborating on Incident Response activities and programs ensuring ICC is aware and aligned with SRE initiatives and influencing alignment with ICC's initiatives. You will need to be able to react to incidents, manage stress and the unknown with ease. In addition, you will need to have a strong strategic focus on prevention, learning from each incident and partnering with teams across the company to implement solutions that will reduce, or eliminate, impact to our customers. This is a subset of the overall responsibilities which involves other multiple initiatives as assigned by IT leadership.

This role is hybrid (Tue through Thu on-site) at the UMB Tech Center located in downtown Kansas City, MO.

How you'll spend your time:

• Engage with peers to drive operational and execution excellence of the Corporate Incident Response.
• Drive consistent very high levels of internal/external customer satisfaction.
• Coach new and existing leaders to grow the leadership bench strength encouraging high employee engagement and focusing on employee development.
• Drive continuous improvements through timely effective After-Action Reviews.
• Become a Trusted Partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to assure company-wide alignment across the business.
• Assist IT steering group in successful implementation and operation enterprise monitoring of key business applications.
• Develop and improve instrumentation for monitoring and logging the health and availability of services.
• Proactively monitor systems, networks, and applications to provide input in improving systems' stability, security, efficiency, and scalability.
• Develop and maintain Monitoring and Logging Frameworks.
• Collaborates in developing, implementing, and administrating service plans (oversight of resolution and after-action reviews, service disruptions, and special events) and emergency service-related communication for internal and external stakeholders.
• Establish strategic views to improve their IT systems and enhance the efficiency levels through technology.

We're excited to talk with you if:

• You have at least 10 years of management experience of technology teams.
• You have in-depth experience in Escalation Management and Incident Response in a high growth software/hardware technology organization.
• You have knowledge of Infrastructure provisioning and management.
• You have in-depth background in troubleshooting incidents within a production environment.
• You are a highly collaborative and diplomatic individual with curiousness, patience, openness, and honesty. And you are able to develop strong working relationships across matrixed teams.
• You are strong with an operational rigor and effective project management skills in order to lead cross-functional collaboration to achieve results.
• You have demonstrable experience leading, developing and coaching a 24x7 team. Experience with a global environment is highly preferred.
• You are a preemptive problem-solver, engaged both strategically and tactically.
• You have a complete focus on customer success with a consultative approach.
• You have a strong ownership attitude and a track record of taking responsibility for problems and pushing through to resolution.

Bonus Points If:

• You have experience within the Banking / Financial Services industry.

Applicants must have legal authority to work in the United States. Work Visa sponsorship is not available for this position.

Compensation Range:
Minimum: $124,690.00 - Maximum: $321,830.00

The posted compensation range on this listing represents UMB's standard for this role, but the actual compensation may vary by geographic location, experience level, and other job-related factors. In addition, this range does not encompass the full earning potential for this role. Please see the description of benefits included with this job posting for additional information

UMB offers competitive and varied benefits to eligible associates, such as Paid Time Off; a 401(k) matching program; annual incentive pay; paid holidays; a comprehensive company sponsored benefit plan including medical, dental, vision, and other insurance coverage; health savings, flexible spending, and dependent care accounts; adoption assistance; an employee assistance program; fitness reimbursement; tuition reimbursement; an associate wellbeing program; an associate emergency fund; and various associate banking benefits. Benefit offerings and eligibility requirements vary.

Are you ready to be part of something more?
You're more than a means to an end-a way to help us meet the bottom line. UMB isn't comprised of workers, but of people who care about their work, one another, and their community. Expect more than the status quo. At UMB, you can expect more heart. You'll be valued for exactly who you are and encouraged to support causes you care about. Expect more trust. We want you to do the right thing, no matter what. And, expect more opportunities. UMBers are known for having multiple careers here and having their voices heard.

UMB and its affiliates are committed to inclusion and diversity and provide employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including gender, pregnancy, sexual orientation, and gender identity), national origin, age, disability, military service, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. If you need accommodation for any part of the employment process because of a disability, please send an e-mail to to let us know the nature of your request.

If you are a California resident, please visit our Privacy Notice for California Job Candidates to understand how we collect and use your personal information when you apply for employment with UMB.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.