Senior Incident Management Lead – IT Services

Digital Federal Credit Union; Marlborough (MA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) match

Paid Time Off and holidays

Job summary

First Tech seeks a seasoned professional to oversee incident management, ensuring IT services are restored quickly and protocols are followed. You will manage lifecycle from initiation to resolution and improve processes across the team.

The role requires coordinating incident responses, prioritizing issues by impact, and communicating with leadership. On-call rotation and collaboration with cross-functional teams are essential to success.

Qualifications

• Bachelor’s degree in information technology, engineering, or related field.
• At least three years of IT service management experience.
• Strong knowledge of ITIL and COBIT.
• Experience with Jira, PagerDuty, Grafana, and Microsoft Office.
• Ability to lead teams and analyze data in a fast-paced environment.

Responsibilities

• Oversee incident and problem management processes and teams involved in resolving incidents and problems.
• Respond to reported service incidents and initiate the incident management process.
• Prioritize incidents by urgency and impact on the business.
• 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 for effectiveness.
• Communicate major issues to upper management.
• Manage incident team members by re-assigning workloads and re-scheduling non-urgent tasks.
• Implement and evolve incident and problem management processes and procedures.
• Incident reporting.
• Perform other duties as assigned by Management.

Skills

Incident management

IT service management

Leadership

Data analysis

Time management

Education

Bachelor’s degree in IT/engineering or related field

Equivalent experience

Tools

Jira

PagerDuty

Grafana

Microsoft Office

Job description

First Tech seeks a seasoned professional to oversee incident management, ensuring IT services are restored quickly and protocols are followed. You will manage lifecycle from initiation to resolution and improve processes across the team.

The role requires coordinating incident responses, prioritizing issues by impact, and communicating with leadership. On-call rotation and collaboration with cross-functional teams are essential to success.