Major Incident Management is responsible for driving the coordination and recovery efforts of major outages at Navy Federal.
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.

Requirements

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

Benefits

Highly competitive pay
Generous benefits and perks

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ServiceNowdata manipulationincident managementprocess improvementanalytical skillsproblem solvingplanning skillsorganizational skillsmulti-tasking skillsresearch skills

Soft Skills

leadershipcommunication skillsinterpersonal skillsinitiativeteamworkindependencepresentation skillsability to interface with managementability to work in a fast-paced environmentability to manage support team activities

Certifications

Bachelor's DegreeITIL v4 Foundations Certificate