About the Role
We are seeking an experienced Full Stack Incident Manager to join our Federal Reserve Financial Services (FRFS) team. As a key member of our Incident Management Team, you will be responsible for managing production incidents coordination and communication for critical payments systems end-to-end. Your expertise will be instrumental in driving fast and reliable incident resolution, ensuring smooth service operations for critical payments systems, and supporting the FRFS mission.
About Our Company
The Federal Reserve Bank of Atlanta is one of the 12 regional Federal Reserve Banks that make up the Federal Reserve System, the central bank of the United States. We are a leader in promoting a strong economy and a stable financial system, and we fulfill this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government.
About Our Team
Our team is dedicated to delivering a suite of payments services to financial institutions via FedLine Solutions, Fedwire, National Settlement Service (NSS), FedCash, FedACH, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization, offering an increasingly integrated set of Federal Reserve payment services, including the FedNow Service upon its market entry in 2023.
About the Job
As a Full Stack Incident Manager, you will be responsible for leading and managing end-to-end critical incident response processes, identifying and categorizing incidents according to priority and impact, and collaborating with different stakeholders, technology teams, and business units to drive fast and reliable incident resolution. You will also be responsible for ensuring timely and precise incident communication, leading incidents until resolution, and managing after-incident reviews and identifying key performance indicators for the incident management team.
Key Responsibilities
- Leads and manages end-to-end critical incident response processes.
- Leads identification and categorization of all incidents according to priority and impact for critical payments systems.
- Leads different incident response teams during cross-functional incidents.
- Meets with operations, product, and/or technical development staff to define and investigate problems or issues and propose solutions.
- Verifies results of all changes and/or enhancements.
- Manages after-incident review and identifies key performance indicators for the incident management team.
- Tracks and reports against KPIs to drive process efficiency, enable prioritization of initiatives, and quantify operational benefits.
- Partners with ServiceNow owner to explore the functionality and make better use of the tool.
- Leads and participates in post-incident reviews/root cause analysis as needed.
- Responsible to gather data for executive reports for critical incident management impacting payments systems.
- Contributes to and leads operational reviews with key stakeholders for critical incidents.
- Responsible to developing, presenting, and leading in the incident management workshops, after-incident reviews, and business review meetings.
Qualifications
- Bachelor's degree in computer science, Information Systems, or equivalent background or experience.
- 5+ years of experience in incident management, IT service management, or a related field.
- Experience working in a 24/7/365 environment.
- Relevant experience in the Financial Services industry.
- Experience working in on-call rotation, including weekends.
- Strong problem-solving and independent decision-making skills with attention to detail.
- Ability to work independently and collaboratively as a part of the team.
- Experience working with cross-functional tech and non-tech teams.
- ITIL V3 or V4 certification preferred.
- ServiceNow/Jira preferred.
- Project Management Skills - Proven ability to manage multiple complex tasks.
- Six Sigma and Agile certification preferred.
- AAP (ACH Accredited Professional) certification preferred.
What We Offer
Our total rewards program offers benefits that are the best fit for you at every stage of your career:
- Comprehensive healthcare options (Medical, Dental, and Vision)
- 401K match, and a fully funded pension plan
- Paid vacation and holidays, flexible work environment
- Generously subsidized public transportation
- Annual tuition reimbursement
- Professional development programs, training, and conferences
- And more...
Why Our People Choose Us
Our reputation precedes us. There will always be room for personal growth. Our people are first. You'll find the right balance. Your responsibilities will be meaningful. We hope that you will be our future colleague.
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