Service Operations Incident Coordinator

2 weeks ago

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

At SchoolsFirst Federal Credit Union, we are continuously seeking skilled, 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 lower to mid-range of the salary scale for many applicants. Any offer made will be tailored to 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:
As an Incident Responder I, you will be accountable for managing all significant systems and service incidents during regular and extended business hours in alignment with our IT Incident Management program. You will establish and uphold a cohesive monitoring system for Infrastructure, Application, 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 continuously.
  • Evaluate escalated issues to ensure prompt resolution and adherence to 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 compliance with operational service level expectations.
  • Oversee inter-departmental IT services and applications Availability Dashboards; provide insights and recommendations for developing 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 monitoring tools to correlate multiple system events and apply advanced analytics to swiftly identify potential security breach attempts, safeguarding financial privacy. Leverage real-time monitoring, incident response, and insider threat detection.
  • Proactively update stakeholders on incident status throughout the incident lifecycle.
  • Collaborate with vendors for technical support and escalated issues.
  • Employ SPLUNK data for proactive fault detection, utilizing tools to perform functions 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 alongside business, R&D, infrastructure, operations, and other key partners to ensure operational readiness of new solutions and ongoing optimization of existing solutions.
  • Investigate new technologies and products related to end-to-end application and infrastructure monitoring to propose innovative monitoring solutions, ensuring the enterprise utilizes current technology.
  • Maintain knowledge of 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 training requirements, including but not limited to BSA regulations relevant to specific job duties. Non-compliance may result in disciplinary actions.
Qualifications:
  • Bachelor's Degree in a technical field such as engineering or computer science, or equivalent 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 with Tenable Security solutions required.
  • 1-3 years of administering SPLUNK with ITSI experience preferred.
  • 1-3 years of managing medium to large-scale projects involving coordination with other groups required.
  • 1-3 years of experience with ITIL incident and problem management framework required.
  • Scripting experience with languages such as VB, Java, PowerShell, and/or Python required.
  • CompTIA Security+ Certification required.
  • ITIL Foundations v3 certification required.
  • Licenses/Certifications - Splunk Power User preferred.
Knowledge, Skills, and Abilities:
  • Proven ability to resolve both structured and unstructured problems.
  • Excellent written and verbal communication skills.
  • MCSA (Microsoft Certified Systems Administrator) preferred.
  • CCNA (Cisco Certified Network Associate) preferred.
  • Working knowledge with at least 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.

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 past experience does not perfectly align with every qualification in the job description, we encourage you to apply anyway. Many skills are transferable, and you may be the ideal candidate for this role or other opportunities we are exploring.

SchoolsFirst Federal Credit Union is an equal opportunity employer and prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities. We also prohibit 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.

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