We are seeking a talented Enterprise Command Center Incident
Manager to initiate and lead all types of incident responses from
the point of call initiation to resolution. Incidents may be
related to system outages, degradation of service, security,
privacy, compliance, business continuity, or other types of
incidents. This role will ensure that the response teams are
following documented procedures and document all aspects of the
incident response including providing internal written
What You Can Look Forward to
Identify and initiate timely severity bridges conference
Lead conference call severity discussions regarding various
types of incidents.
Provide leadership in stressful situations.
Document all severity conference call discussions.
Follow standard operating procedures for incident
Ensure incident notifications are created, updated and
communicated according to schedule.
Work flexible hours in a dynamic 24x7 operating environment.
Ability to effectively explain technical issues to non-technical
Interact with diverse teams, including employees, contractors,
vendors, and clients.
Lead problem resolution steps including working with technical
teams to gain an understanding of root cause.
Use various techniques such as the Five Whys to uncover system
issues and resolution.
Responsible for reporting risks that are identified to the
appropriate team and/or management. Additionally, responsible for
managing, monitoring and reporting risks within the scope of your
work area, to include, but not limited to Information Security
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
Bachelor’s degree preferably in Computer Science, Computer
Engineering, Information Systems, Information Technology or
2-3 years prior experience working as an Incident Manager,
Incident Coordinator, or similar role.
General technical knowledge of Information Technology systems
including concepts of networking, web servers, application servers,
databases, FTP, and similar systems.
Basic understanding of financial services systems particularly
credit card, debit card, P2P payments, mobile apps, bill payment,
and other types of systems.
Familiarity with PCI and PII requirements for the financial
Trouble shooting and diagnostic skills in a diverse IT
Strong written and oral communication skills.
Ability to lead conversations with the goal of reaching
resolution on a specific incident.
Ability to communicate with all levels of staff.
Why Join CO-OP?
CO-OP is committed to fostering a workplace where every employee
feels valued, respected, and connected. We are dedicated to
understanding, attracting and engaging a diverse workforce where
every employee can live up to their value; ensuring that our
employee base reflects the consumers we serve. The result of this
effort is an inclusive environment where diverse talent thrives.
You will be part of an organization that focuses on a strong
culture and embodies the credit union movement philosophy of People
Helping People. CO-OP’s commitment to reflecting our own core
values and purpose extends beyond how we serve our clients and the
products that we deliver.
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
Fun, challenging and, collaborative work environment with
passionate colleagues that care deeply about the intersection of
technology and human-centered financial services.
Great Work/Life Benefits – Paid Time Off (PTO), Maternity,
Parental, Family Care, Adoption Leave Programs, Community Volunteer
Time Off, and 10 Paid Holidays.
Health benefits – medical, dental, & vision plus wellness
programs and gym reimbursements.
401K with generous company match.