ISD Analyst IV (Major Incident Management)

:

Overview

Major Incident Management is responsible for driving the coordination and recovery efforts of major outages at Navy Federal. When issues impact ISD (Information Services Department) 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

• Monitors Service Desk ticket queues, system alerts, and escalation methods to identify possible trends or outages
• Serves as the main point of contact for all incident and service issue escalations directed to the Major Incident Management team
• Ensures that incident management processes are efficiently and effectively followed within ISD
• Determines the impact and priority of incidents based on affected customers and/or business units
• Communicates operational issues to respective IT management, support teams, and incident communication managers
• Provides outage notification and recovery effort updates to business units via the Status Page
• Engages various support teams and resources to major incident bridges
• Manages and coordinates troubleshooting and recovery efforts between support teams and vendors
• Ensures continuous collaboration with IT Operations Management and other ISD areas or teams
• Documents initial issues, recovery activities, and resolution steps taken via MIM timelines
• Ensures prompt resolution and coordination of incident management activities during recovery efforts
• Updates and validates outage information in 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
• Attends Post Incident Review Meetings or reviews meeting notes once the meetings conclude to ensure compliance with service improvement initiatives
• Attends and participates in TCABs (technical change advisory board meetings) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment
• Coordinates, communicates, and manages Sunday Maintenance Windows for weekend scheduled activities
• Works with Problem Management, Change Control, and Release Branch to resolve incidents
• Coordinates, communicates, and manages Military Pay Bridge activities
• Prepares operational status reports to IT Operations Management
• Updates and publishes ISD Morning Reports
• Performs other related duties as assigned

Qualifications

• Bachelor's Degree in a related field, or the equivalent combination of education, training, and/or experience
• Extensive IT experience that demonstrates knowledge of hardware and infrastructure protocols used to provide services to customers
• Extensive IT experience in at least one of the following areas: mainframe, networking, middleware
• Experience in leading or supervising an IT team
• Demonstrated ability to lead others in a challenging and fast-paced environment
• 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
• Excellent interpersonal, verbal, and written communication skills
• Practical Incident management work experience

Desired Qualifications

• Knowledge of ISD deployment strategies and deployed hardware/software services
• Knowledge of Navy Federal's current operations
• ITIL v3 or v4 Foundations Certificate
• CCNA / Networking Training and Certificates
• Middleware Training and Certificates

Hours: Night Shift, 6:00PM - 6:00AM Rotating Two-Week Schedule:

• Week 1 - Work: Monday - Tuesday, Off: Wednesday - Thursday, Work: Friday - Sunday
• Week 2 - Off: Monday - Tuesday, Work: Wednesday -Thursday, Off: Friday - Sunday
• Weekends and Holidays (Employees will be expected to work every other weekend and on some holidays)
• Essential Personnel Position (This position requires that employees remain flexible and willing to accommodate alternative shifts in order to provide continual coverage to the service, based on business needs if specific circumstances were to occur. This includes unusual situations such as emergencies, reduced site operations, training scenarios, bad weather events, etc.)

Location: 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Dr. Pensacola, FL 32526 | 141 Security Dr. Winchester, VA 22602

About Us

You have goals, dreams, hobbies, and things you're passionate about—what's important to you is important to us. We're looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family, and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen. Don't take our word for it:

• Military Times 2022 Best for Vets Employers

• WayUp Top 100 Internship Programs

• Forbes® 2022 The Best Employers for New Grads

• Fortune Best Workplaces for Women

• Fortune 100 Best Companies to Work For®

• Computerworld® Best Places to Work in IT

• Ripplematch Campus Forward Award - Excellence in Early Career Hiring

• Fortune Best Place to Work for Financial and Insurance Services

Equal Employment Opportunity: Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability EOE/AA/M/F/Veteran/Disability 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 Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.