Job details
Job type full-time
Full job description
Company
Federal reserve bank of boston
Fednow incident manager
The federal reserve is developing a new interbank 24x7x365 real-time gross settlement (rtgs) service with integrated clearing functionality, called the fednow serviceThis service will help enable financial institutions to provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within secondsThis position is a unique opportunity to be part of a new mission-critical federal reserve initiative that will be transformative to the payments landscape in the united states.
A requirement of this position is that the employee must be fully vaccinated against covid-19 or qualify for an accommodation from the bank’s vaccination policy; individuals who are unable to be vaccinated due to a medical condition or sincerely held religious belief may request an accommodation from the bank.
Position contributions –
The incident manager will contribute to the fednow service and support the operational teams by defining the core operational processes by which fednow teams will monitor the service (event), restore service outages (incident), fulfill customer requests (service request), and handle the most impactful outages (major incident handling)In addition, the incident manager will staff and train a 24*7*365 team to run all major incidents impacting the fednow serviceThe incident manager will coordinate across disparate teams to ensure process alignment, tooling requirements definition, and governance practices are established.
What will be expected of you: –
Laser focus on a world class, end-to-end customer experience
Define and operate the incident management function
Define and operate the service request fulfillment function
Define and operate the event management function
Define, staff, and operate the major incident handling function
Actively support and promote continual service improvement (csi) for fednow
Management of major incidents in coordination with other incident handling teams
Participate in agile activities (product backlog refinement, sprint review)
Flexibility to support a growing organization through multiple roles
Expertise you would bring –
Bachelor’s degree with 15+ years relevant work experience; or 20+ years relevant work experience
Itil certification with deep process expertise demonstrable
Experience leading 24*7*365 incident management teams
Direct experience in the deployment of servicenow, salesforce, dynatrace, or similar tools within a large enterprise
Strong analytical and problem-solving skills with demonstrated ability to quickly gather, analyze and synthesize information
Initiative and innovation toward improving customer experience leveraging the scientific method
Strong collaboration, influencing skills, and verbal and written communication skills
Strong organizational and time management skills
Ability to work in a demanding environment and handle multiple competing priorities
Ability to work in an office environment and/or remotely as applicable
It`s added value if you have-
Experience working with payments systems (preferred)
Familiarity with iso20022 messages
Experience performing support for cloud-based applications in a b2b and/or financial services environment
Experience with agile software tools such as octane, jira, versionone, trello, confluence
The federal reserve bank of boston is committed to a diverse and inclusive workplace and to provide equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.
All employees assigned to this position will be subject to fbi fingerprint/ criminal background and patriot act/ office of foreign assets control (ofac) watch list checks at least once every five years.
For this job, any offer of employment is contingent upon successfully passing a two-phase security
ScreeningThe first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks.
The second phase, which might not be complete until after you begin working at the reserve bank, is an additional risk-based security screening determined by the risk rating of the positionDepending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers.
All applicants must have resided in the united states for at least three (3) years.
Full time / part time
Full time
Regular / temporary
Regular
Job exempt (yes / no)
Yes
Job category
Supervisory/management
Work shift
First (united states of america)
The federal reserve banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate poolThe federal reserve banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences.
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