• ECC Incident Manager

    Job Locations US-GA-Duluth | US-IA-Des Moines
    Req No.
    Technical Support
  • The Opportunity

    CO-OP Financial Services is bringing digital transformation to the credit union movement. We’re creating innovative technology solutions that help not-for-profit credit unions best serve their members and compete with the big banks.  As a result, our world-class team is growing faster than ever! If you’re passionate about technology and want to be part of a purpose-driven organization, this is an exciting opportunity to provide real value and help shape the future of human-centered financial services.


    We are seeking a talented ECC Incident Manager who is responsible for resolution of large scale incidents, root cause analysis, problem management, along with general reporting and alerting setup and maintenance.

    What You Can Look Forward to

    • Provides technical support to diagnose, analyze, research and resolve the most complex computer problems for internal and external customers. Responsible for recognizing, researching, isolating, resolving and documenting problems with information systems products and services.
    • Executes incident and change management for the most complex PC, server, or mainframe applications and hardware. Assists in problem management for PC, server, or mainframe applications and hardware. Recommend solutions and influence actions to reduce service disruption impact to end users.
    • Provides the preventative maintenance, troubleshooting, root cause analysis, and resolution for the most complex technical incidents in order to ensure satisfaction.
    • Identifies trends relating to systems problems for the company. Recommends and implements solutions.
    • Consults with network services, desktop/systems engineering, and/or applications development to restore service and/or identify and correct core systems problems. 
    • Recommends and implements systems modifications in order to reduce problems and increase productivity.
    • 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.
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

    What You’ll Need to Succeed

    • Two year degree in Computer Technology, and/or one or more years equivalent combination of education and experience in IT related fields preferred.
    • Experience with large scale outages, Command Center or Data Center experience.
    • Experience communicating to all levels of company.
    • Experience leading a large group of people to a common goal.
    • General understanding of ITIL principals.
    • 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.
    • Proficiency with SolarWinds.
    • Proficiency with ITIL methodology.
    • Strong people skills and passion for problem solving.
    • Excellent written and verbal communication skills.
    • Strong analytical and decision-making skills.
    • Comfortable communicating in person and via phone with peers, management, contractors and vendors.
    • 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.

    Why Join CO-OP?

    Get ready to be part of the exciting, ever-evolving and growing credit union movement!  As a CO-OP employee, you’ll have a chance to directly impact the access of financial opportunities to individuals and communities – and you’ll help drive the future of fintech at an energetic organization where contributions are valued, and innovation is championed.   


    With more than 35 years of industry leadership, CO-OP Financial Services is the largest, most comprehensive credit union service organization in the nation.  CO-OP serves as THE credit union technology engine, bringing payments solutions, engagement services and strategic counsel to help credit unions optimize member experiences to consistently provide seamless, personalized multi-channel offerings, while delivering secure, sophisticated fraud mitigation service.


    CO-OP serves more than 3,000 client credit unions, with 60 million debit and credit cardholders, nearly 30,000 surcharge-free ATMs and more than 5,600 shared branches nationwide. Our vast technological ecosystem facilitates more than 6.5 billion transactions every year and equips credit unions of all sizes to deepen member engagement and prosper in the fast-paced world of fintech.

    The Perks

    • Fun, challenging and, collaborative work environment with passionate colleagues that care deeply about the intersection of technology and human-centered financial services.
    • Health benefits – medical, dental, & vision plus wellness programs and gym reimbursements.
    • 401K with generous company match.
    • Tuition reimbursement.


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