Incident Management Lead — IT Services

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

Benefits offered by this job

Medical coverage

Dental coverage

401(k) match

Paid time off

Paid holidays

Employee lending pricing

Job summary

First Tech Federal Credit Union is seeking an Incident Management Leader to oversee the incident and problem management lifecycle, ensuring rapid restoration of IT services and clear protocol documentation. The role requires coordinating across teams, prioritizing incidents by impact, and communicating major issues up to management.

The ideal candidate has ITIL/COBIT proficiency, 3+ years in IT service management, and hands-on experience with Jira, PagerDuty, and Grafana.

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 ITIL and COBIT.
• Experience with IT systems and software such as Jira, PagerDuty, Grafana, Microsoft Office.
• Programming skills in SQL, Java, C++, and Scala desirable.
• Demonstrated ability to lead teams.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Participation in an on-call rotation, approximately once per month.

Responsibilities

• Oversee 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 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

Skills

Incident management

ITIL

COBIT

Team leadership

Jira

PagerDuty

Grafana

SQL

Java

C++

Scala

Data analysis

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 Management Leader to oversee the incident and problem management lifecycle, ensuring rapid restoration of IT services and clear protocol documentation. The role requires coordinating across teams, prioritizing incidents by impact, and communicating major issues up to management.

The ideal candidate has ITIL/COBIT proficiency, 3+ years in IT service management, and hands-on experience with Jira, PagerDuty, and Grafana.