Major Incident Manager

About the Role

As a Major Incident Manager within the IT Operations department, you will manage the Major Incident Management Process across the entire organization. This includes facilitation of technical and application recovery bridges, documenting recovery timelines, executing playbooks for outages, ensuring teams follow incident protocols, and running point on incident communication plans. The Major Incident Manager will also manage the problem management process, including post-major-incident activities such as root cause analysis, resulting action items, and updating documentation.

Responsibilities

• Ensure flawless execution of the incident resolution process with transparent communication that drives high levels of internal/external customer satisfaction.
• Create, communicate, and execute the incident response strategy and actions for individual incidents.
• Manage resources assigned to the incident to drive resolution as quickly as possible.
• Escalate, prioritize, communicate, and coordinate high-severity incidents, ensuring adherence to the company’s incident response process.
• Address incoming escalations from executives regarding incidents.
• Ensure adherence to operational policies and procedures, championing the incident response process in alignment with ITIL processes.
• Drive the incident response process from detection through containment and eradication.
• Lead coordination with internal stakeholders through resolution and root cause analysis.
• Partner and collaborate with Infrastructure, Engineering, Operations, Technical Support, and Leadership to ensure alignment across the business.
• Lead cross-functional post-incident process reviews to ensure continuous improvement.
• Contribute to the improvement of the incident response process based on lessons learned.
• Train and mentor staff on the incident response process.
• Document and update the Major Incident Management process.
• Stay updated on the latest industry standards in Major Incident Management.
• Submit change requests to change management to eliminate known problems.
• Record, manage, and advance problems by escalating to elevated expertise, integrating with change, incident, and configuration management.
• Create tasks for other IT departments to work on problem resolution.
• Monitor problem resolution and closure.
• Analyze historical data to identify and eliminate potential incidents before they occur.
• Develop metrics and reporting requirements, maintaining relevant SLA/KPI metrics for incident and problem processes.
• Serve as backup and assistance for other ITSM process owners supporting change, asset, and knowledge management.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws.
• Perform other job-related duties as necessary.

Requirements

• Bachelor’s degree in Computer Science, Management Information Systems, or comparable discipline, or equivalent work experience.
• 5+ years’ experience in the Information Security field, including operational security monitoring or incident response experience.
• 3+ years managing, coordinating, and ensuring resolution of security issues.
• Deep experience leading and responding to complex critical incidents (security, availability, or customer experience).
• Broad information security knowledge, including familiarity with key regulations and standards (e.g., PCI-DSS, GDPR, ISO 27001).
• Ability to manage and triage multiple security incidents, differentiating urgent issues from important ones.
• Strong operational and services experience in a cloud services delivery environment.
• Strong technical knowledge of complex systems, ideally in a cloud environment.
• Strong technical understanding of network fundamentals and common Internet protocols.
• Strong technical understanding of the information security threat landscape (attack vectors, tools, best practices for securing systems and networks).
• ITIL Foundation certification (mandatory).

Skills

• Superior verbal and written communication skills, including the ability to effectively and clearly communicate complex scenarios to non-technical colleagues.
• Strong ability to prioritize and complete multiple tasks during time-critical and high-pressure situations.
• Excellent time management, communication, and emotional intelligence skills.
• Strong analytical skills to synthesize knowledge and information from abstract and varying data points.
• Effective oral and written communication skills for training, directing, and evaluating staff.
• Strong organizational and time management skills; ability to articulate system methodologies and concepts.
• Sufficient manual dexterity to skillfully operate computer hardware, hand tools, and standard office equipment.

Physical Requirements

• Prolonged sitting throughout the workday to accomplish tasks.
• Occasional travel may be required.
• Ability to lift and carry communications equipment and computer hardware weighing up to fifty pounds.
• Corrected vision in the normal range to configure, test, and troubleshoot network server hardware and data.
• Hearing within normal range.
• Sufficient manual dexterity to skillfully operate computer hardware, hand tools, and standard office equipment.
• May work additional hours to accomplish tasks.

Pay

$102,000.00 - $125,000.00 annually