IT Incident Management Lead

Digital Federal Credit Union; Chelmsford (MA); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) match

Paid time off and holidays

Employee discount programs

Job summary

Digital Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management lifecycle, ensuring rapid restoration of IT services and strict process adherence. You will lead the incident team, coordinate with stakeholders, and drive continual improvement across IT operations.

The role requires a Bachelor’s in IT/engineering or related field and 3+ years in ITSM, with experience in Jira, PagerDuty, Grafana, and Microsoft Office. On-call rotation is part of the role.

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 IT service management software, including ITIL and COBIT.
• Experience with Jira, PagerDuty, Grafana, and Microsoft Office.
• Demonstrated ability to lead teams and handle high-volume data in a fast-paced environment.

Responsibilities

• Oversee incident and problem management processes and team members.
• Respond to reported service incidents, identify causes, and initiate management processes.
• Prioritize incidents by urgency and business impact.
• Log incidents and resolutions to identify recurring issues and drive improvements.
• Collaborate with the incident management team to ensure protocols are followed.
• Communicate with upper management on major issues and on-call events.

Skills

ITSM

ITIL

COBIT

Incident management

Team leadership

Data analysis

On-call coordination

Education

Bachelor's degree in IT/engineering or related field

Tools

Jira

PagerDuty

Grafana

Microsoft Office

Job description

Digital Federal Credit Union is seeking an Incident Manager to oversee the incident and problem management lifecycle, ensuring rapid restoration of IT services and strict process adherence. You will lead the incident team, coordinate with stakeholders, and drive continual improvement across IT operations.

The role requires a Bachelor’s in IT/engineering or related field and 3+ years in ITSM, with experience in Jira, PagerDuty, Grafana, and Microsoft Office. On-call rotation is part of the role.