Associate Systems Incident Management Specialist

Digital Federal Credit Union; Chelmsford (MA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) match

Paid time off and holidays

Employee discount programs

Job summary

Digital Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management lifecycle, ensuring rapid restoration of IT services and strict process adherence. You will lead the incident team, coordinate with stakeholders, and drive continual improvement across IT operations.

The role requires a Bachelor’s in IT/engineering or related field and 3+ years in ITSM, with experience in Jira, PagerDuty, Grafana, and Microsoft Office. On-call rotation is part of the role.

Qualifications

• Bachelor's degree in information technology, engineering, or a related field or equivalent experience.
• At least three years of experience in IT service management or a similar role.
• Strong knowledge of IT service management software, including ITIL and COBIT.
• Experience with Jira, PagerDuty, Grafana, and Microsoft Office.
• Demonstrated ability to lead teams and handle high-volume data in a fast-paced environment.

Responsibilities

• Oversee incident and problem management processes and team members.
• Respond to reported service incidents, identify causes, and initiate management processes.
• Prioritize incidents by urgency and business impact.
• Log incidents and resolutions to identify recurring issues and drive improvements.
• Collaborate with the incident management team to ensure protocols are followed.
• Communicate with upper management on major issues and on-call events.

Skills

ITSM

ITIL

COBIT

Incident management

Team leadership

Data analysis

On-call coordination

Education

Bachelor's degree in IT/engineering or related field

Tools

Jira

PagerDuty

Grafana

Microsoft Office

Job description

Description

This role is responsible for overseeing the incident management process and ensuring that IT services are restored to normal operation as quickly as possible. This role involves managing the lifecycle of incidents, from initiation to resolution, and ensuring that all protocols are diligently followed.

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee the incident and problem management processes and team members involved in resolving incidents and problems.
• Respond to reported service incidents, identify the cause, and initiate the incident management process.
• Prioritize incidents according to their urgency and impact on the business.
• Produce documents outlining incident protocols, such as handling cybersecurity threats or correcting server failures.
• Collaborate with the incident management team to ensure all protocols are followed.
• Log all incidents and their resolutions to identify recurring malfunctions.
• Adjust the incident management process as required to ensure its effectiveness.
• Communicate with upper management if major issues are found in the IT system.
• Manage incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Implement, overse, evolve, and expand, problem and incident management processes and procedures
• Incident Reporting
• Perform other job-related duties as assigned by Management

Education and Experience Requirements

• Bachelor's degree in information technology, engineering, or a related field or equivalent experience.
• At least three years of experience working in IT service management or a similar role.
• Strong knowledge of IT service management software, including ITIL and COBIT.
• Experience working with IT systems and software such as Jira, PagerDuty, Grafana, Microsoft Office.
• Solid knowledge of programming languages, such as SQL, Java, C++, and Scala is desirable
• Demonstrated ability to lead teams.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills

This position requires participation in an on-call rotation, approximately once per month.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.

Service Excellence: The First Tech Way

All employees are expected to provide service excellence the "First Tech Way" through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of First Tech's culture:

• People come first
• Do the right thing
• Make a difference

Bank Secrecy Act (BSA)

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

Who We Are

Every great journey begins with a bold idea-and ours is no different. First Tech and DCU were founded on the belief that financial solutions should put people first. That belief has fueled decades of innovation and service, rooted in the tech sector and expanding to support members from all walks of life.

Employees are eligible for:

• Traditional medical, dental, and vision coverage
• Generous 401(k) match
• Paid Time Off: You'll accrue up to 15 days in your first year. In addition, you'll receive 40 hours of sick time and 3 personal days, which refresh annually
• Paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility subject to standard account requirements and underwriting criteria)

Employment Statements

First Tech is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

If you're applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to [e-mail] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.

First Tech is not currently offering Visa transfer/sponsorship for this position.