Incident Management & Problem Resolution 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

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.