FRFS Incident Coordinator - Service Management

Company
Federal Reserve Bank of Boston
Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, FedNowSM, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.
We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.
In this role, you will manage Production Incidents coordination and Communication for Critical Payments Systems end to end.
Position will be Monday thru Friday, 8 hour shift that can be from 7am to 9pm EST on a rotational basis. On call evenings and weekends on a rotating basis will be required.
You will be a part of the FRFS Incident Management Team, and you collaborate closely with other technical teams and business areas to lead the Incident response for Critical Payments Systems at an Enterprise level.
As a Service Management Consultant, you will lead incidents that impact the FRFS Production Operations along the defined standards and guidelines of the Incident Management Framework. Working in collaboration with the different stakeholders, technology teams, and business units, you'll drive fast and reliable incident resolution and therefore, support smooth service operations for Critical Payments Systems. In addition to the that, you ensure timely and precise incident Communication and leads Incidents until Resolution.

• Leads and manage end to end Critical Incident Response processes.

• Individual must have a detailed understanding of business operations and workflows for all business processing platforms and associated Payment application systems.

• Leads Identification and Categorization of all incidents according to the priority and impact for Critical Payments Systems.

• Leads different incident Response teams during cross functional incidents.

• Meets with operations, product and/or technical development staff to define and investigate problems or issues and propose solutions. Verifies results of all changes and/or enhancements.

• Provide on-call support as needed, weekends included.

• Manage After Incident Review and Identify Key Performance Indicators for the Incident Management Team. Track and report against KPI's to drive process efficiency, enable prioritization of initiatives, and quantify operational benefits.

• Partner with ServiceNow owner to explore the functionality and make better use of the tool.

• Ensures alignment with Risk and Governance controls without compromising speed of resolution.

• Coordinates Technical Bridge initiation, monitoring, and command.

• Lead and Participate in Post Incident Reviews/RCA's as needed.

• Responsible to gather Data for Executive Reports for Critical Incident Management impacting Payments System.

• Contribute to and Lead operational Reviews with key Stakeholders for critical incidents.

• Responsible to developing, presenting, and leading in the Incident Management Workshops, After Incident Reviews, and Business Review meetings.

• Basic knowledge of Event and Change management is a plus.

• Assume additional responsibilities as required to fulfill the FRFS Incident Management Operations goal.

Requirements:
Bachelor's degree in computer science, Information Systems, or equivalent background or experience.
5-8 Years of Experience

• Experience working in a 24/7/365 environment.

• Relevant experience in the Financial Services industry.

• Experience working in On-call rotation including weekends environment.

• Excellent Verbal and written communication Skills

• Team and Project leadership Skills

• Strong Problem solving and independent decision-making skills.

• Proficiency with Microsoft office 365 software (Outlook, Word, Excel, SharePoint, Planner.

• Working knowledge of ServiceNow and Jira.

• Strong Attention to detail.

• Proven ability to manage multiple complex tasks.

• Ability to work independently and collaboratively as a part of the team.

• Experience working with cross functional tech and non-tech teams experience.
• Strong Attention to detail.
• Proven ability to manage multiple complex tasks.
• Ability to work independently and collaboratively as a part of the team.
• Experience working with cross functional tech and non-tech teams experience.

Preferred skills:

• ITIL V3 or V4

• ServiceNow/Jira

• Project Management Skills

• Six Sigma Certification

• Agile Certification

• Applicable Industry AAP (ACH Accredited Professional) Certification

• Payments Operations and business application systems

• Payment systems such as Cash management, wire transfer, and real-time payments is a plus.

Individual Competencies:

• Problem Solving

• Action Oriented

• Demonstrates Self-Awareness

• Collaborates

• Communicates Effectively

Candidates that live near one of our Reserve Bank locations will be provided some work from home flexibility. Rules for hybrid work arrangements differs from Bank to Bank and should be discussed during the interview process.
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 screening. The 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 position. Depending 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
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 pool. The 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.
Always verify and apply to jobs on Federal Reserve System Careers (https://rb.wd5.myworkdayjobs.com/FRS) or through verified Federal Reserve Bank social media channels.
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