Systems Incident Management Specialist, Hybrid, Marlborough/Chelmsford, MA
This role coordinates and manages systems incidents with moderate complexity, ensuringtimelyrestoration of services and minimizing business impact. This role applies experience and sound judgment tofacilitateincident response, improve communication flow, and support continuous improvement efforts across incident management practices.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Facilitates coordination of incident response activities for moderately complex service disruptions, ensuringappropriate resourcesare engaged and actions are progressing toward resolution
* Facilitates incident management calls, guiding discussions,maintainingfocus on resolution, and ensuring clear ownership of next steps
* Owns communication during incidents, deliveringtimely,accurateupdates to stakeholders and adapting messaging based on audience needs
* Monitors incident progress against service expectations, proactivelyidentifyingdelays, risks, or gaps and driving follow-up actions
* Maintains comprehensive andaccuratedocumentation of incident timelines, actions, and outcomes to support reporting and post-incident analysis
* Applies established processes while adapting approach based on situational needs, ensuring effective handling of a range of incident scenarios
* Identifiespatterns or recurring issues through incident data and collaborates with problem management to support root cause analysis and prevention efforts
* Supports continuous improvement by recommending enhancements to incident management practices, tools, or communication approaches
* Coordinates activities across multiple teams or functions, ensuring alignment and effective collaboration during incident resolution
* Provides guidance to less experienced team members, helping reinforce best practices and consistency in incident management activities
What You’ll Need
Education & Experience:
* Required Education: Bachelorsdegree in field relevant to role (or 4additionalyears of relevant experience in lieu of a degree)
* Required Experience: 2-4years of relevant experience
What We Do
DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,700 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.
DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an email to careers@dcu.org and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
DCU is not currently offering Visa transfer/ sponsorship for this position.
Expected Pay Range
$83,000 - $99,500
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr