Network Operations Technical Lead

Texas Capital is built to help businesses and their leaders. Our depth of knowledge and expertise allows us to bring the best of the big firms at a scale that works for our clients, with highly experienced bankers who truly invest in people’s success — today and tomorrow.  

While we are rooted in core financial products, we are differentiated by our approach. Our bankers are seasoned financial experts who possess deep experience across a multitude of industries. Equally important, they bring commitment — investing the time and resources to understand our clients’ immediate needs, identify market opportunities and meet long-term objectives. At Texas Capital, we do more than build business success. We build long-lasting relationships. 

Texas Capital provides a variety of benefits to colleagues, including health insurance coverage, wellness program, fertility and family building aids, life and disability insurance, retirement savings plans with a generous 401K match, paid leave programs, paid holidays, and paid time off (PTO). 

Headquartered in Dallas with offices in Austin, Fort Worth, Houston, Richardson, Plano and San Antonio, Texas Capital was recently named Best Regional Bank in 2024 by Bankrate and was named to The Dallas Morning News’ Dallas-Fort Worth metroplex Top Workplaces 2023 and GoBankingRate’s 2023 list of Best Regional Banks. For more information about joining our team, please visit us at www.texascapitalbank.com. 

This role leads the Network Operations team, ensuring optimal network performance and stability. Oversees incident management processes, including major incident resolution, minimizing downtime and impact.

Responsibilities:

• Willingness and attitude required for expectations to met in a timely manner
• Proactively monitor network health, ensuring identification and analysis of potential issues
• Mentor and provide guidance to NOC analysts, fostering a collaborative and high-performance environment
• Ensure proper levels of daytime shift coverage
• Internal Texas Capital escalation point of contact for Day shift NOC analysts
• Focus on continuous improvement associated to NOC supporting functions, monitoring systems, and ensuring a streamlined method of work
• Drive NOC adherence to agreed SLAs and quality standards
• Responsible for NOC Event Management process including ServiceNow administration
• Oversee incident response, ensuring timely resolution and adherence to SLA
• Lead associated incident response efforts to include coordinating participation of cross functional teams to help ensure quickest resolution timeline
• Must demonstrate the ability to utilize multiple sources of data to generate metrics and reporting on a weekly and monthly basis, to include ad-hoc leadership requests
• Actively able to lead major incidents confidently by ensuring a timely response and resolution to all Major Incidents impacting the firm that will include post incident activities and other demands identified per scenario
• Willingness to step in where necessary to ensure shift coverage

Requirements:

• Extensive experience working in a technical role within an ISP and/or Managed Services environment.
• In-depth understanding of a Network Operations Center with familiarity of datacenter environments that includes applications, interfaces, network, infrastructure…etc
• Previous experience leading and coaching a technical team within a structured framework
• Understanding and experience of various IT Environment monitoring systems
• Experience managing shifts to ensure full coverage within 24/7 environment
• Experience within an incident management and/or Major Incident Management role
• Experience with administrating xMatters or similar system for on-call management 
• Excellent interpersonal skills displaying an approachable persona and experience building inter-team relationships
• Excellent communication skills – both written and verbal.  An ability to explain technical content to non-technical audiences
• An ability and interest in understanding new technologies and integrating them into existing workflow and processe