Incident Management Lead — IT Service Reliability

First Tech Federal Credit Union; Marlborough (MA); On-site; USD 67,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid time off

Paid holidays

Employee discounts on lending products

Job summary

First Tech Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management lifecycle, ensuring rapid restoration of IT services. You will manage incident workflows, coordinate with the team, and communicate major issues to leadership.

The role requires ITIL/COBIT expertise, 3+ years in IT service management, and hands-on experience with Jira, PagerDuty, Grafana, and MS Office. On-call rotation is required, with a schedule reflecting monthly duties.

Qualifications

• Bachelor's degree in IT, engineering, or related field or equivalent experience.
• At least three years in IT service management or similar role.
• Strong ITIL and COBIT knowledge.
• Experience with Jira, PagerDuty, Grafana, and Microsoft Office.
• Desirable programming knowledge: SQL, Java, C++, Scala.

Responsibilities

• Oversee incident and problem management with the team.
• Respond to service incidents and initiate incident management.
• Prioritize incidents by urgency and business impact.
• Document incident protocols, including cybersecurity threat handling.
• Log incidents and resolutions to identify recurring issues.
• Coordinate with management on major issues in the IT system.
• Participate in on-call rotations (approx. monthly).

Skills

ITIL knowledge

ITSM software

Team leadership

On-call rotation experience

Analytical thinking

Time management

Education

Bachelor's degree in IT, engineering, or related field

Tools

Jira

PagerDuty

Grafana

Microsoft Office

Job description

First Tech Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management lifecycle, ensuring rapid restoration of IT services. You will manage incident workflows, coordinate with the team, and communicate major issues to leadership.

The role requires ITIL/COBIT expertise, 3+ years in IT service management, and hands-on experience with Jira, PagerDuty, Grafana, and MS Office. On-call rotation is required, with a schedule reflecting monthly duties.