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.
The NOC / Service Management Analyst is a key member of the IT Operations team, responsible for ensuring the health, stability, and continuity of enterprise systems and networks. This role combines real-time monitoring, incident coordination, and stakeholder communication to minimize service disruptions and maintain operational excellence. The analyst serves as the Incident Manager during technical bridge outages, acting as the central communication point for business and IT support teams, and plays a vital role in verifying daily operational readiness.
Responsibilities
Monitor network and system health using enterprise monitoring tools.
Respond to alerts and collaborate with Level 2/Level 3 support teams for troubleshooting and resolution.
Escalate issues based on severity and impact to ensure timely remediation.
Maintain and update Knowledge Base (KB) articles with instructions for alerts and incidents.
Ensure KB documentation is accurate, current, and aligned with operational procedures.
Ensure all incident details are accurately recorded in ServiceNow, the system of record.
Serve as Incident Manager during technical bridge calls for major outages.
Act as the primary communication point for stakeholders during major incidents.
Coordinate resources and send timely communications throughout the incident lifecycle.
Facilitate the creation and communication of Problem Records associated with incident outages.
Verify successful startup and shutdown of critical business systems.
Confirm completion of critical job KPIs and batch processes.
Ensure daily operational systems are functioning as expected to support business continuity.
Communicate vendor-related outages to L2/L3 teams.
Facilitate change creation and tracking in response to vendor incidents.
Summary
This role is ideal for professionals with a strong background in IT operations, incident management, and enterprise monitoring. The analyst will be instrumental in maintaining service reliability, coordinating incident response, and ensuring clear communication across technical and business teams. A proactive mindset, attention to detail, and strong communication skills are essential for success in this role.
Qualifications
Experience with enterprise monitoring tools (e.g., SolarWinds, Data Dog, Thousand Eyes, etc.).
Strong understanding of ITIL processes, especially Incident, Problem, and Knowledge Management.
Proficiency in ServiceNow or similar ITSM platforms.
Excellent communication and coordination skills.
Ability to work in a fast-paced, 24x7 operational environment.
Strong analytical and troubleshooting skills.
Experience in managing technical bridges and stakeholder communications during outages.
Proficiency in Microsoft Office tools including Word, PowerPoint, and Excel.
Ability to create and manage Excel reports, including use of pivot tables and other advanced Excel functions.
Experience with MoveIT Automation or similar ITSM operations
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.
Top Skills
What We Do
Our expert bankers are committed to helping your business build and grow. Equipped with experience-based insights and a proven record of implementing custom solutions for clients, we can help you with a suite of business lending, investing and financial management services that see you through every step of the way.
Our client-centric culture thrives because we attract, develop and engage the most experienced and diverse experts in their fields. Over the years, we've developed a supportive culture that values collaboration, rewards performance and respects the well-being of its team members. We know our people are our greatest asset, so we give them the resources and support they need to be successful. Our personal approach has enabled us to deliver exceptional value for our clients for more than two decades — an achievement we’re proud to continue.
Explore a career at Texas Capital Bank: https://www.texascapitalbank.com/who-we-are/careers
Texas Capital Bank is a wholly owned subsidiary of Texas Capital Bancshares, Inc. (NASDAQ®: TCBI). For more information, please visit www.texascapitalbank.com. Member FDIC. NASDAQ®: TCBI. Equal Housing Lender.
Texas Capital Bank and its subsidiaries are equal opportunity employers and do not discriminate on the basis of any protected trait including sex, sexual orientation, gender identity, race, ethnicity, disability, or veteran status. Please view our EEO Policy to learn more: https://www.texascapitalbank.com/equal-employment-opportunity-policy
