Associate Systems Incident Management Specialist

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid Time Off

Paid federal holidays

Employee pricing on lending products

Job summary

First Tech Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management processes, ensuring rapid restoration of IT services. You will manage the lifecycle from detection to resolution, enforce ITIL/COBIT practices, and escalate issues to leadership as needed.

You will lead teams, analyze large volumes of data, coordinate on-call rotations (roughly monthly), and collaborate with stakeholders to implement improvements in incident protocols and reporting.

Qualifications

• Bachelor's degree in information technology, engineering, or a related field or equivalent experience.

Responsibilities

• Oversee incident and problem management processes and teams.
• Respond to service incidents, identify causes, and initiate management.
• Prioritize incidents by urgency/impact on business.
• Log incidents and resolutions to identify recurring issues.
• Communicate with upper management on major issues.
• On-call rotation approximately monthly.
• Improve and expand incident management processes.

Skills

ITSM

Leadership

Data analysis

Time management

SQL

Java

C++

Scala

Education

Bachelor's degree in information technology, engineering, or related field or equivalent experience

3+ years in IT service management or similar role

Tools

Jira

PagerDuty

Grafana

Microsoft Office

Job description

Description

Summary/Objective:

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, oversee, 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

What makes First Tech different? Click here to learn more!

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.

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