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Incident Manager in Chantilly, VA at Pentagon Federal Credit Union

Date Posted: 1/9/2019

Job Snapshot

Job Description

Incident Manager

Summary

PenFed is hiring an Incident Manager in our Chantilly Datacenter in Chantilly, VA. The primary purpose of this job is to manage the change, Incident and Problem Management processes so that they contribute to a stable production environment while also supporting ITs efforts to move the business forward with new technology initiatives.  The Incident Manager will ensure that incidents, problems and changes are managed effectively, minimizing the impact to PenFed members and internal customers. In addition, this position will work with IT teams and stakeholders to implement well planned changes reduce the number and frequency of incidents and improve service recovery times. This position will also focus on maintaining efficient and effective processes and promoting an environment that drives continual process improvement.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned

  • Coordinate the Incident, Problem and Change management functions for the IT organization, including the management of the lifecycle of changes, incidents and associated problems.
  • Create and review KPI reports to help continuously drive improvement.
  • Manage High-Severity and Major Incidents. Coordinate infrastructure and application teams to enable and expedite return to service. Facilitate communications during these incidents, including verbal/written executive level status, running related conference calls and acting as a liaison with business stakeholders. Provide verbal and written status updates to all stakeholders.
  • For any Major Incident, complete the Major Incident Report, capture any required follow up and ensure follow up assignments are completed. Update processes and procedures accordingly to ensure improvements are made as a result of lessons learned.
  • Coordinate, monitor, and support general activities related to incidents, problems and changes.  Facilitate daily, weekly and monthly meetings related to Incident, Problem and Change Management. Identify production environment stability trends. Escalate concerns through the appropriate process to minimize business impact with a key objective of High Severity and Major Incident deterrence.
  • Analyze incident, problem and change data, as well as recurring alerts, to identify the associated root causes and develops plans and actions to resolve and eliminate these problems at all Severity Levels.
  • Assess risk of changes, incidents and problems, along with other IT staff, to appropriately prioritize scheduling of production implementations, incident remediation changes and problem resolution changes.
  • Develop and maintain ticket escalation steps and contacts. Drive decision-making for incident resolution to minimize impact to business. Escalate to Senior IT Management as needed.
  • Ensure that all IT teams follow the Incident, Problem and Change Management processes and that the required information is properly documented in the incident record.
  • Develop, drive, and maintain the effectiveness of incident, problem and change management processes and procedures. Participate in reviews and audits of the process. Challenge the process and make recommendations for improvement.
  • Serve as key contributor regarding the proper use and ongoing development of the ITSM ticketing system.
  • Assist in developing incident and problem management reporting (volumes, KPIs, mean times to identify/ triage/ restore/ Resolve-Close/SLA compliance) to show performance within the environment.
  • Help compile and maintain the service catalog and contribute to the development of SLAs.
  • Interact with IT and business stakeholders, including PenFed Senior Management.
  • Provide after-hours on call support for high severity Incident and Problem resolution.          

Education and Experience

Equivalent combination of education and experience is considered.

  • Bachelor’s Degree in a related field is preferred.
  • Minimum of five (5) years’ of experience in an area such as network, distributed, IT Services, Workforce Technology or mainframe is required.
  • Experience in Service Delivery, Change Management, Problem Management, or Incident Management in an ITIL environment is preferred.
  • Knowledge of ITSM toolsets.
  • High proficiency with creating and presenting management reports.
  • Financial services or other regulated industry experience is preferred.

Supervisory Responsibility

This position will not supervise employees.

Licenses and Certifications

ITIL certification a plus

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

*Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.*

Travel

Ability to travel to various worksites and be on-call is required.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 1.6 million members and over $23 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico, Okinawa, and Portugal. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.

Our mission isn’t simply to help our members get by. We exist to help them realize every ounce of their potential. We exist to educate, and to encourage. We exist to usher their dreams into the land of reality.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 571-289-4710.