Incident & Problem Management Specialist

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

Benefits offered by this job

Medical insurance

401(k) match

Paid Time Off

Paid federal holidays

Job summary

First Tech Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management lifecycle in Marlborough/Chelmsford, MA. You will lead incident response, coordinate teams, and ensure rapid restoration of IT services in a demanding environment.

You will apply ITIL/COBIT knowledge, track incidents, and optimize processes. A bachelor’s degree and 3+ years in IT service management are expected, with monthly on-call rotation.

Qualifications

• Bachelor's degree in information technology, engineering, or a related field or equivalent experience.
• At least 3 years of experience in IT service management or a similar role.
• Strong knowledge of ITIL and COBIT.
• Experience with Jira, PagerDuty, Grafana, Microsoft Office.
• Desirable programming knowledge in SQL, Java, C++, and Scala.
• Demonstrated ability to lead teams.
• Ability to analyze a high volume of technical data in a fast-paced environment.
• On-call rotation approximately once per month.

Responsibilities

• Oversee incident and problem management processes and teams involved in resolving incidents and problems.
• Respond to reported service incidents, identify causes, and initiate incident management.
• Prioritize incidents by urgency and business impact.
• Document incident protocols for cybersecurity threats or server failures.
• Collaborate with the incident management team to ensure protocols are followed.
• Log incidents and resolutions to identify recurring malfunctions.
• Adjust the incident management process to ensure effectiveness.
• Communicate major issues to upper management.
• Manage incident team workloads and scheduling.
• Lead, evolve, and expand incident and problem management processes and procedures.
• Incident reporting.
• Perform other duties as assigned by Management

Skills

Leadership

Analytical thinking

Time management

On-call experience

Education

Bachelor's degree in IT/engineering or related field

Tools

Jira

PagerDuty

Grafana

Microsoft Office

SQL

Java

C++

Scala

Job description

First Tech Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management lifecycle in Marlborough/Chelmsford, MA. You will lead incident response, coordinate teams, and ensure rapid restoration of IT services in a demanding environment.

You will apply ITIL/COBIT knowledge, track incidents, and optimize processes. A bachelor’s degree and 3+ years in IT service management are expected, with monthly on-call rotation.