Federal Reserve Financial Services Incident Manager

Company Federal Reserve Bank of Atlanta Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine? Solutions, Fedwire?, National Settlement Service (NSS), FedCash?, FedACH?, and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Over time, FRFS will offer an increasingly integrated set of Federal Reserve payment services, incorporating the FedNowSM Service upon its market entry in 2023. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, we will seek to provide a more robust and unified customer experience across our financial service offerings, and we will create new career growth opportunities for FRFS staff. We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community. We value the diversity of our people, ideas, and experiences and are committed to building an inclusive culture that is representative of the communities we serve. In this role, you will manage Production Incidents Coordination and Communication for Critical Payments Systems end to end. You will be a part of the FRFS Incident Management Team and will collaborate closely with other technical teams and business areas to lead the incident response for Critical Payments Systems at an Enterprise level. As a Service Management Consultant, you will lead incidents that impact the FRFS Production Operations along the defined standards and guidelines of the Incident Management Framework. Working in collaboration with the different stakeholders, technology teams, and business units, you?ll drive fast and reliable incident resolution and therefore, support smooth service operations for Critical Payments Systems. In addition to the that, you ensure timely and precise incident communication and leads incidents until resolution. Key Responsibilities: Leads and manage end to end critical incident response processes. Leads Identification and categorization of all incidents according to the priority and impact for critical payments systems. Leads different incident response teams during cross functional incidents. Meets with operations, product and/or technical development staff to define and investigate problems or issues and propose solutions. Verifies results of all changes and/or enhancements. Manage after incident review and identify key performance indicators for the incident management team. Track and report against KPI?s to drive process efficiency, enable prioritization of initiatives, and quantify operational benefits. Partner with ServiceNow owner to explore the functionality and make better use of the tool. Lead and participate in Post Incident Reviews/root cause analysis as needed. Responsible to gather data for executive reports for critical incident management impacting payments system. Contribute to and lead operational reviews with key stakeholders for critical incidents. Responsible to developing, presenting, and leading in the incident management workshops, after incident reviews, and business review meetings. Education: Bachelor?s degree in computer science, Information Systems, or equivalent background or experience. Experience: 5 + years experience Qualifications: Business and application systems for payment operations Payment systems such as cash management, wire transfer, and real-time payments. is a plus. Experience working in a 24/7/365 environment. Relevant experience in the Financial Services industry. Experience working in On-call rotation including weekends environment. Strong Problem solving and independent decision-making skills with attention to detail. Ability to work independently and collaboratively as a part of the team. Experience working with cross functional tech and non-tech teams experience. ITIL V3 or V4 ServiceNow/Jira preferred Project Management Skills - Proven ability to manage multiple complex tasks. Six Sigma and Agile Certification preferred AAP (ACH Accredited Professional) Certification preferred Our total rewards program offers benefits that are the best fit for you at every stage of your career: Comprehensive healthcare options (Medical, Dental, and Vision) 401K match, and a fully funded pension plan Paid vacation and holidays, flexible work environment Generously subsidized public transportation Annual tuition reimbursement Professional development programs, training, and conferences And more? This is not necessarily an exhaustive list of all responsibilities, duties, performance standards or requirements, efforts, skills or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, rush jobs, change in workload or technological developments). The Federal Reserve Bank of Atlanta is an equal opportunity employer. Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Work Shift First (United States of America) The Federal Reserve Banks believe that diversity and inclusion among our employees is critical to our success as an organization, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The Federal Reserve Banks are committed to equal employment opportunity for employees and job applicants in compliance with applicable law and to an environment where employees are valued for their differences. Privacy Notice OUR BANK has one of the most recognizable brands around the world. The Federal Reserve is the central bank of the United States?one of the world's most influential, trusted and prestigious financial organizations. The Federal Reserve is charged with the important mission of promoting a strong economy and a stable financial system and fulfills this responsibility by formulating national monetary policy, supervising and regulating banks and bank holding companies, and providing financial services for banks and the U.S. government. OUR PEOPLE are diverse in background and ideas, which allows for ongoing creativity and innovation. Ultimately, they are the ones who push our high-performance, exchange-driven culture forward. Why Our People Choose Us: Our reputation precedes us There will always be room for personal growth Our people are first You?ll find the right balance Your responsibilities will be meaningful We hope that you will be our future colleague.

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