• Incident Manager

    Job Locations US-IA-Urbandale
    Req No.
    2018-2026
    Category
    Information Technology
    Type
    Full-Time
  • Overview

    CO-OP Financial Services is looking for an Incident Manager in our IT department.  This position is located in Des Moines, IA.

    The Incident Manager is responsible for resolution of large scale incidents, root cause analysis, problem management, along with general reporting and alerting setup and maintenance.

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    What your day will look like:

    • Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
    • Log and track alerts and remediate from identification through resolution.
    • Maintain and protect security with regard to all aspects of PCI and employee information
    • Practice daily Incident management utilizing ITIL methodology.
    • Communicate to Executives, Management, and staff, of any outages or maintenances that may impact business or user productivity and accessibility.
    • Enterprise Administration of SolarWinds monitoring tool ie.
    • Custom alert creation, report creation, and node management
    • Adheres to Code of Conduct and Mission/Value statements

     

     

    Qualifications

    To perform this job successfully, an individual must have:

    • Competency in using Microsoft Office Suite
    • Working knowledge of Windows operating systems
    • Working knowledge of mobile operating systems (IOS, Android and Windows)
    • Basic knowledge of server and printing technologies
    • Working knowledge of VMWare
    • Working knowledge of McAfee Endpoint
    • Proficiency with SolarWinds
    • Proficiency with ITIL methodology
    • Strong people skills and passion for problem solving
    • Excellent written and verbal communication skills
    • Time management skills
    • Ability to maintain composure and customer focus while troubleshooting and solving technical issues
    • Aptitude for acquiring skills in technical support and eagerness to learn
    • Ability to manage multiple customer requests simultaneously
    • Ability to prioritize work based on department and production objectives
    • Ability to work successfully with limited supervision
    • Experience with large scale outages, Command Center or Data Center.
    • Experience leading a large group of people to a common goal.
    • Experience communicating to all levels of company.

     

    We are looking for someone with a two year degree in Computer Technology, A+ Certification and/or one or more years equivalent combination of education and experience in IT related fields preferred.  ITIL certification and Microsoft Certified Desktop Support Technician Certification, CCNA or VMWare certification a plus.

     

    If you or someone you know can perform the duties and responsibilities required of the Incident Manager and have the skills and experience required, please submit your resume to be considered for the opportunity.

    About Us

    CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,300 shared branches (with 2,000 self-service locations). Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.

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