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IT Incident Management Specialist

2 months ago

Tustin, California, United States SchoolsFirst Federal Credit Union Full time

We are continuously seeking diverse, skilled, and service-oriented individuals to enhance our outstanding team.

Position: Incident Responder I

The compensation range for this role is outlined below. Our salary structures are designed to accommodate candidates with varying levels of expertise and experience, while also allowing for growth and advancement over time. Typical starting salary offers generally fall within the minimum to midpoint of the pay range for many applicants. Any offer made will reflect the candidate's unique knowledge, skills, education, and experience, as well as internal equity considerations.

Compensation Range:
$61.94

Scheduled Weekly Hours:
40

Key Responsibilities:
In this role, you will be accountable for addressing all significant systems and service incidents during standard and extended business hours, supporting the IT Incident Management program. You will establish and maintain comprehensive monitoring of Infrastructure, Applications, and Business & IT services to proactively identify, anticipate, and mitigate service, application, and security issues.

  • Serve in an administrative capacity, overseeing Security and Network Operations SLAs around the clock.
  • Engage in a call rotation to support the production environment 24/7 throughout the year.
  • Evaluate escalated concerns to ensure prompt resolution while meeting operational service level targets and quality benchmarks.
  • May take on the role of Incident Manager, responsible for managing escalated issues to guarantee timely resolution and adherence to operational service level targets and quality standards.
  • Oversee inter-departmental IT services & applications Availability Dashboards; provide insights and recommendations for creating intra-departmental IT Availability Dashboards, including tools like ServiceNow, Orion, Splunk, Tenable, and App Dynamic; ensure comprehensive historical and real-time visibility into critical IT services and applications.
  • Utilize standard tools to monitor and correlate multiple system events, applying advanced analytics to swiftly identify potential security breach attempts and safeguard financial privacy. Employ real-time monitoring, incident response, and insider threat detection techniques.
  • Effectively communicate incident status to relevant stakeholders throughout the incident lifecycle.
  • Collaborate with vendors for technical support and escalated issues.
  • Leverage SPLUNK data for proactive fault detection, utilizing tools to perform this function consistently; reduce alert fatigue and enhance uptime.
  • Implement automated cybersecurity and availability incident playbooks.
  • Manage components of application performance monitoring (APM) and develop rules, alerts, and notifications.
  • Comply with availability, response time metrics, and KPI reporting dashboards for the Enterprise Availability and Continuity (EACO) team and other interested teams within the organization.
  • Work closely with business units, R&D, infrastructure, operations, and other key partners to ensure operational readiness of new solutions and ongoing optimization/improvement of existing solutions.
  • Investigate new technologies and products related to end-to-end application and infrastructure monitoring to propose new monitoring solutions, ensuring the enterprise utilizes current technology.
  • Maintain expertise in monitoring platform best practices; provide feedback on platforms and architecture as necessary to ensure adherence to best practices.
Additional Responsibilities:
  • Perform other assigned duties as necessary.
  • Adhere to regulatory compliance and assigned training requirements, including but not limited to BSA regulations relevant to specific job duties. Non-compliance may result in disciplinary and other employment-related actions.
Qualifications:
  • Bachelor's Degree in a technical field, such as engineering or computer science, or equivalent years of experience required.
  • 3-5 years of technical operations experience in a 24/7 environment (Production) with complex, multi-tiered, and highly available clustered systems (Linux/Windows) on-premises and in the cloud required.
  • 3-5 years of experience implementing and maintaining Enterprise Monitoring required.
  • 3-5 years of experience working with Tenable Security solutions required.
  • 1-3 years administering SPLUNK with ITSI experience preferred.
  • 1-3 years managing medium to large-scale projects involving coordination of other groups required.
  • 1-3 years of experience working with ITIL incident and problem management frameworks required.
  • Scripting experience with languages such as VB, Java, PowerShell, and/or Python required.
  • CompTIA Security+ Certification.
  • ITIL Foundations v3.
  • License/Certifications - Splunk Power User.
Knowledge, Skills, and Abilities:
  • Proven ability to resolve both structured and unstructured problems.
  • Excellent written and verbal communication skills.
  • MCSA (Microsoft Certified Systems Administrator).
  • CCNA (Cisco Certified Network Associate).
  • Working knowledge with 5 years of experience in several of the following Applications/Programs:

    • Microsoft Active Directory, Microsoft Exchange, Microsoft SQL

    • Enterprise network operations

    • SIEM management

    • SMA OpCon (workflow scheduling platform)

    • PowerShell / Python

    • Change Management

    • System Hardening

    • SOC Management Program

    • Proficient understanding of industry-standard security guidelines: ISO 27001, NIST.
SchoolsFirst FCU is committed to fostering a diverse, equitable, and inclusive workforce.

At SchoolsFirst FCU, we are dedicated to building and nurturing a diverse, inclusive, and authentic team. If you are enthusiastic about a position or considering a career change but your previous experience does not align perfectly with every qualification in the job description, we encourage you to apply regardless. Many skills are transferable, and you may be the ideal candidate for this position or for other roles we are currently working on.

SchoolsFirst Federal Credit Union is committed to promoting and maintaining a culture of diversity and inclusion. SchoolsFirst FCU is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, as well as discrimination against all individuals based on their race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, political affiliation, or genetic information.

This organization participates in E-Verify.