Overview Major Incident Management is responsible for driving the coordination and recovery efforts of major outages at Navy Federal. When issues impact ETS (Enterprise Technology Services) services or systems, major outages may occur, which result in serious interruptions to business and member activities. The Major Incident Management team operates 24x7 to ensure that impacted services are restored as efficiently and effectively as possible. The team actively monitors systems and services, documents and timelines recovery efforts, manages and coordinates various support team activities, and notifies business units of potential impacts and on-going recovery efforts. The team is also responsible for providing continual process improvement suggestions for the major incident management service, and monitoring for weekend change activities and military pay days.
Responsibilities - Analyze information, requirements, data, work quality, work methods, processes, service specific practices, standards and metrics/statistics
- Collaborate with other business units to analyze and improve processing procedures and resolve problems
- Analyze changes in policies, procedures and products; determine the impact on the group functions
- Ensure clear, concise and effective communication of material
- Compile, review and prepare data to be used by Major Incident Managers and management in the analysis of operations, services and products
- Updates and validates outage information in ServiceNow and availability management tools for reporting and tracking purposes
- Makes recommendations, proposals, and suggestions for improvement within the service to reduce severity and frequency of incidents
- Monitor and analyze key performance indicators, and establish processes and methodologies for preventative
- Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting findings
- Prepares operational status reports to ETS Operations Management
- Works with Problem Management and Change Management to perform incident closeout activities: resolution documentation, outage start/end capture, artifact attachment, and final incident notification standards.
- Manages and coordinates Post Incident Review Meetings, taking meeting notes and reviewing copilot outputs once the meetings conclude to ensure compliance with service improvement initiatives
- Attends and participates in TCABs(technical change advisory board meetings), and PRR (production readiness reviews) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment
- Conduct Quarterly Major Incident Governance meetings
- Performs other related duties as assigned
Qualifications - Bachelor's Degree in Business, Computer Science, Data Science or other related field, or the equivalent combination of education, training or experience.
- Demonstrated ability to lead others in a challenging and fast-paced environment
- Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
- Advanced ServiceNow dashboarding and data manipulation skills
- Strong research, analytical, and problem solving skills
- Strong planning, organizational, and multi-tasking skills
- Demonstrated ability in exercising initiative to produce desired results and achieve objectives
- Ability to effectively interface with various levels of employees, management, and vendors
- Ability to work independently and in a team environment
- Excellent interpersonal, verbal, and written communication skills
Desired Qualifications - Practical Incident management work experience
- Experience working in a large-scale enterprise IT environment
- Knowledge of ETS deployment strategies and deployed hardware/software services
- Knowledge of Navy Federal's current operations
- ITIL v4 Foundations Certificate
Hours: Monday - Friday, 8:00AM - 4:30PM
Location: Remote
About Us Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.
Our approach to careers is simple yet powerful: Make our mission your passion.
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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.
Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at or by calling 1-. This team cannot provide any information on job postings or application status.
Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.
Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.
Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
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