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Director, Incident Management

Company: CO-OP Financial Services
Location: Alpharetta
Posted on: October 18, 2020

Job Description:

The Opportunity

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 availability.

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 applications.

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 training opportunities.

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 risks.

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 Operations.

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 partners.

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 problems.

Ability to quickly comprehend the functions and capabilities of new technologies.

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 issues.

Ability to work with individuals of all levels with varying technical skills.

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 fintech.

The Perks

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.

Tuition reimbursement.

Keywords: CO-OP Financial Services, Alpharetta , Director, Incident Management, Other , Alpharetta, Georgia

Click here to apply!

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