Texas Capital Bank
Texas Capital Bank
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. Responsibilities
Monitoring & Response Monitor network and system health using designated tools Analysts continuously observe dashboards and alerts from enterprise-grade monitoring platforms (SolarWinds, DataDog, Thousand Eyes, Power BI) to ensure uptime and performance across infrastructure, applications, and services. Respond promptly to alerts and collaborate with L2/L3 teams for resolution Upon receiving alerts, analysts perform initial triage, validate the issue, and escalate to appropriate support tiers with relevant diagnostic data. Timely collaboration ensures minimal disruption and faster resolution. Maintain and update knowledge base (KB) articles for alert handling procedures Analysts document repeatable procedures, troubleshooting steps, and resolution paths for common alerts. These KBs serve as a reference for consistent handling and onboarding new team members. Incident Management Ensure accurate and timely incident documentation in ServiceNow Every incident must be logged with detailed impact analysis, timestamps, affected services, and resolution steps. This ensures traceability, compliance, and supports post-incident reviews. Act as Major Incident Manager during technical bridge calls and major outages Analysts lead bridge calls, facilitate communication between technical teams, and ensure structured incident handling. They maintain situational awareness and drive toward resolution. Coordinate resources and send communications during major incidents Analysts identify and engage necessary stakeholders, including internal teams and vendors. They also draft and distribute incident notifications tailored for executive and operational audiences. Operational Verification Verify startup and shutdown of critical applications During scheduled maintenance or daily operations, analysts confirm that essential applications (e.g., banking platforms, transaction systems) are properly initialized or gracefully shut down. Confirm successful completion of critical job KPIs Analysts monitor batch jobs, ETL processes, and other scheduled tasks to ensure they meet performance and completion benchmarks. Any deviation is investigated and escalated. Vendor & Change Coordination Communicate vendor outages to L2/L3 teams for change ticket creation When third-party services experience outages, analysts notify internal teams to initiate change requests or workaround implementations. This ensures alignment with internal change management protocols. Leadership During Major Incidents Serve as Major Incident Manager, ensuring effective coordination and resolution Analysts take ownership of major incidents, orchestrating cross-functional efforts, maintaining timelines, and ensuring that resolution paths are pursued efficiently. They also manage post-incident debriefs and RCA documentation. Communication & Decision-Making Deliver executive-facing communications with clarity and professionalism Analysts craft incident summaries, impact statements, and status updates that are concise, accurate, and tailored for leadership consumption. These communications often influence business decisions and customer messaging. Apply critical thinking and problem-solving in high-pressure scenarios Analysts must quickly assess complex technical issues, prioritize actions, and make informed decisions under pressure. Their ability to remain composed and analytical is vital during outages and escalations. Qualifications
Education: Associate's degree in Computer Science, Information Technology, or related field or equal to 3 years experience Certifications (optional but beneficial): CompTIA Network+ ITIL Foundation Cisco Certified Network Associate (CCNA) Certified Incident Handler (GCIH or similar) Skills
Proficiency in monitoring tools (SolarWinds, DataDog, Thousand Eyes, Power BI). Experience with ITSM platforms like ServiceNow. Strong written and verbal communication skills. Ability to manage multiple incidents simultaneously. Familiarity with escalation protocols and change management processes. Analytical mindset with attention to detail. Best Practices
Documentation: Maintain clear, concise, and up-to-date KBs and incident logs. Proactive Monitoring: Use trend analysis to anticipate and prevent outages. Collaboration: Foster strong relationships with L2/L3 teams and vendors. Continuous Improvement: Regularly review incident handling for process optimization. Training: Encourage ongoing technical and soft skills development. The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy. Texas Capital is an Equal Opportunity Employer.
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. Responsibilities
Monitoring & Response Monitor network and system health using designated tools Analysts continuously observe dashboards and alerts from enterprise-grade monitoring platforms (SolarWinds, DataDog, Thousand Eyes, Power BI) to ensure uptime and performance across infrastructure, applications, and services. Respond promptly to alerts and collaborate with L2/L3 teams for resolution Upon receiving alerts, analysts perform initial triage, validate the issue, and escalate to appropriate support tiers with relevant diagnostic data. Timely collaboration ensures minimal disruption and faster resolution. Maintain and update knowledge base (KB) articles for alert handling procedures Analysts document repeatable procedures, troubleshooting steps, and resolution paths for common alerts. These KBs serve as a reference for consistent handling and onboarding new team members. Incident Management Ensure accurate and timely incident documentation in ServiceNow Every incident must be logged with detailed impact analysis, timestamps, affected services, and resolution steps. This ensures traceability, compliance, and supports post-incident reviews. Act as Major Incident Manager during technical bridge calls and major outages Analysts lead bridge calls, facilitate communication between technical teams, and ensure structured incident handling. They maintain situational awareness and drive toward resolution. Coordinate resources and send communications during major incidents Analysts identify and engage necessary stakeholders, including internal teams and vendors. They also draft and distribute incident notifications tailored for executive and operational audiences. Operational Verification Verify startup and shutdown of critical applications During scheduled maintenance or daily operations, analysts confirm that essential applications (e.g., banking platforms, transaction systems) are properly initialized or gracefully shut down. Confirm successful completion of critical job KPIs Analysts monitor batch jobs, ETL processes, and other scheduled tasks to ensure they meet performance and completion benchmarks. Any deviation is investigated and escalated. Vendor & Change Coordination Communicate vendor outages to L2/L3 teams for change ticket creation When third-party services experience outages, analysts notify internal teams to initiate change requests or workaround implementations. This ensures alignment with internal change management protocols. Leadership During Major Incidents Serve as Major Incident Manager, ensuring effective coordination and resolution Analysts take ownership of major incidents, orchestrating cross-functional efforts, maintaining timelines, and ensuring that resolution paths are pursued efficiently. They also manage post-incident debriefs and RCA documentation. Communication & Decision-Making Deliver executive-facing communications with clarity and professionalism Analysts craft incident summaries, impact statements, and status updates that are concise, accurate, and tailored for leadership consumption. These communications often influence business decisions and customer messaging. Apply critical thinking and problem-solving in high-pressure scenarios Analysts must quickly assess complex technical issues, prioritize actions, and make informed decisions under pressure. Their ability to remain composed and analytical is vital during outages and escalations. Qualifications
Education: Associate's degree in Computer Science, Information Technology, or related field or equal to 3 years experience Certifications (optional but beneficial): CompTIA Network+ ITIL Foundation Cisco Certified Network Associate (CCNA) Certified Incident Handler (GCIH or similar) Skills
Proficiency in monitoring tools (SolarWinds, DataDog, Thousand Eyes, Power BI). Experience with ITSM platforms like ServiceNow. Strong written and verbal communication skills. Ability to manage multiple incidents simultaneously. Familiarity with escalation protocols and change management processes. Analytical mindset with attention to detail. Best Practices
Documentation: Maintain clear, concise, and up-to-date KBs and incident logs. Proactive Monitoring: Use trend analysis to anticipate and prevent outages. Collaboration: Foster strong relationships with L2/L3 teams and vendors. Continuous Improvement: Regularly review incident handling for process optimization. Training: Encourage ongoing technical and soft skills development. The duties listed above are the essential functions, or fundamental duties within the job classification. The essential functions of individual positions within the classification may differ. Texas Capital Bank may assign reasonably related additional duties to individual employees consistent with standard departmental policy. Texas Capital is an Equal Opportunity Employer.