ETS Analyst V - 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 ETS (Enterprise Technology Services) 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

• Analyze information, requirements, data, work quality, work methods, processes, service specific practices, standards and metrics/statistics
• Collaborate with other business units to analyze and improve processing procedures and resolve problems
• Analyze changes in policies, procedures and products; determine the impact on the group functions
• Ensure clear, concise and effective communication of material
• Compile, review and prepare data to be used by Major Incident Managers and management in the analysis of operations, services and products
• Updates and validates outage information in ServiceNow and 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
• Monitor and analyze key performance indicators, and establish processes and methodologies for preventative
• Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting findings
• Prepares operational status reports to ETS Operations Management
• Works with Problem Management and Change Management to perform incident closeout activities: resolution documentation, outage start/end capture, artifact attachment, and final incident notification standards.
• Manages and coordinates Post Incident Review Meetings, taking meeting notes and reviewing copilot outputs once the meetings conclude to ensure compliance with service improvement initiatives
• Attends and participates in TCABs(technical change advisory board meetings), and PRR (production readiness reviews) to review, discuss, and approve or reject concerning upcoming changes or releases to the environment
• Conduct Quarterly Major Incident Governance meetings
• Performs other related duties as assigned

Qualifications

• Bachelor's Degree in Business, Computer Science, Data Science or other related field, or the equivalent combination of education, training or experience.
• Demonstrated ability to lead others in a challenging and fast-paced environment
• Advanced skill presenting findings, conclusions, alternatives and information clearly and concisely
• Advanced ServiceNow dashboarding and data manipulation skills
• 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
• Ability to work independently and in a team environment

• Excellent interpersonal, verbal, and written communication skills

Desired Qualifications

• Practical Incident management work experience
• Experience working in a large-scale enterprise IT environment
• Knowledge of ETS deployment strategies and deployed hardware/software services
• Knowledge of Navy Federal's current operations
• ITIL v4 Foundations Certificate

Hours: Monday - Friday, 8:00AM - 4:30PM
Location: Remote

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