We are seeking a talented Director, Incident Management
to lead the Enterprise Command Center, Incident Management and
Problem Management. This role oversees enterprise-wide system
availability through monitoring all applications and systems,
leading efforts to recover systems experiencing outages or
degradation of service, and leading efforts to resolve re-occurring
system issues across the enterprise.
What You Can Look Forward to
Manages, coordinates and prioritizes the schedules, projects and
activities of direct reports.
Develops the support structure of the organization, managing and
developing existing staff as well as recruitment.
Considers cost effectiveness of all scheduling plans.
Provide leadership for the Enterprise Command Center function
which is responsible for ensuring that critical systems are up and
working 24 hours a day, 7 days a week. This team is responsible for
incident management, Problem Management, monitoring and alerting
and after-hours support.
Understands IT service cost drivers and connects cost of service
to consumption drivers.
Creates and maintains the system availability (uptime reports)
for all key CO-OP applications.
Guides continuous improvement efforts for people, technology,
and processes across the enterprise to ensure system
Provide strategic leadership in the Technology Delivery
organization and across the CO-OP organizational structure on any
system reliability issues.
Manage the Incident Management Organization (IMO) including the
creation and distribution of Root Cause Analysis (RCA’s) for all
incidents for both CO-OP and vendor supplied systems and
Managing the Problem Review process to identify and resolve
reoccurring system issues, including driving to resolution.
Provide cost effective management of people and resources.
Provide leadership to individuals on team(s) through coaching,
feedback, development goals, and performance management.
Responsible for effective talent management to attract, develop
and retain staff including pipeline & succession planning.
Identify skill gaps and develop staffing plans to address
Responsible for reporting risks that are identified to the
appropriate team and/or management. Additionally, responsible for
managing, monitoring and reporting risks within the scope of your
work area, to include, but not limited to Information Security
Actively supports our CO-OP culture and embraces our core values
of Work as Partners, Communicate Openly and Honestly, Demonstrate
Excellence and Champion Change in all interactions.
What You’ll Need to Succeed
Bachelor’s degree in Information Technology or 10 or more year’s
equivalent experience including at least 5 years of relevant
supervisory experience required.
Five to seven years of experience in IT service delivery, direct
business engagement, and multiple technology domains.
Five to seven years enterprise IT management experience.
Adept at working within an organization based on the principles
of Agile Software Development, Agile Product Development, and Agile
Enterprise Command Center knowledge.
Incident Management knowledge.
Problem Management knowledge.
Knowledge of CO-OP’s Product and Services, including vendor
supplied services from Fiserv, FIS, Ondot, Augeo, and other
Knowledge of PCI/DSS, SOC audits, and other industry audits.
Must have strong verbal and written communication skills, as
well as excellent planning and organizational skills.
Excellent interpersonal skills in areas such as teamwork,
facilitation and negotiation.
Strong leadership skills.
Excellent analytical and technical skills.
Strong written and verbal communication skills.
Strong planning and organizational skills.
Ability to understand the long-term ("big picture") and
short-term perspectives of situations.
Ability to apply multiple technical solutions to business
Ability to quickly comprehend the functions and capabilities of
Understanding of the political climate of the enterprise, and
how to respond to political challenges.
Utilizes extensive experience and judgment to plan and
accomplish Enterprise objectives.
Ability to provide strategic leadership in Technology Delivery
in multiple office and data center locations.
Ability to carry out managerial responsibilities in accordance
with the organization's policies and applicable laws.
Interviewing, hiring, and training employees; planning,
assigning, and directing work; appraising performance; rewarding
and disciplining employees; addressing complaints and resolving
Ability to work with individuals of all levels with varying
Ability to work under pressure with minimal supervision,
managing multiple projects simultaneously.
Why Join CO-OP?
CO-OP is committed to fostering a workplace where every employee
feels valued, respected, and connected. We are dedicated to
understanding, attracting and engaging a diverse workforce where
every employee can live up to their value; ensuring that our
employee base reflects the consumers we serve. The result of this
effort is an inclusive environment where diverse talent thrives.
You will be part of an organization that focuses on a strong
culture and embodies the credit union movement philosophy of People
Helping People. CO-OP’s commitment to reflecting our own core
values and purpose extends beyond how we serve our clients and the
products that we deliver.
With more than 35 years of industry leadership, CO-OP Financial
Services is the largest, most comprehensive credit union service
organization in the nation. CO-OP serves as THE credit union
technology engine, bringing payments solutions, engagement services
and strategic counsel to help credit unions optimize member
experiences to consistently provide seamless, personalized
multi-channel offerings, while delivering secure, sophisticated
fraud mitigation service.
CO-OP serves more than 3,000 client credit unions, with 60
million debit and credit cardholders, nearly 30,000 surcharge-free
ATMs and more than 5,600 shared branches nationwide. Our vast
technological ecosystem facilitates more than 6.5 billion
transactions every year and equips credit unions of all sizes to
deepen member engagement and prosper in the fast-paced world of
Fun, challenging and, collaborative work environment with
passionate colleagues that care deeply about the intersection of
technology and human-centered financial services.
Great Work/Life Benefits – Paid Time Off (PTO), Maternity,
Parental, Family Care, Adoption Leave Programs, Community Volunteer
Time Off, and 10 Paid Holidays.
Health benefits – medical, dental, & vision plus wellness
programs and gym reimbursements.
401K with generous company match.