Golden 1 Credit Union · 1 day ago
IT - Service Management - Major Incident Manager
8945 Cal Center Dr, Sacramento, CA 95826, USA
Full-time
Hybrid
Senior Level
$102K/yr - $110K/yr
5+ years expGolden 1 Credit Union is seeking a Major Incident Manager within the IT Operations department. The role involves managing the Major Incident Management Process, facilitating recovery processes, and ensuring effective communication during incidents while also overseeing the problem management process.
BankingFinanceFinancial Services
Responsibilities
Ensuring flawless execution of the incident resolution process, with transparent communication that drives very high levels of internal/external customer satisfaction
Creating, communicating, and executing the incident response strategy and actions for individual incidents
Managing resources assigned to the incident and ensures the incident is receiving the proper support to drive resolution as quickly as possible
Escalating, prioritizing, communicating, and coordinating high severity incidents ensuring adherence to the company’s incident response process
Addressing incoming escalations from executives regarding the incident
Ensuring all agreed to operational policies and procedures are adhered to and championing the incident response process in alignment with ITIL processes
Driving the incident response process from detection through containment and eradication
Leading the coordination with internal stakeholders through resolution of the incident and root cause analysis
Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, and Leadership to ensure alignment across the business
Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution
Contribute to the improvement of the incident response process based on lessons learned
Train and mentor staff on the incident response process
Ensures that the Major Incident Management process is documented and updated
Remains updated on the latest industry standards in the Major Incident Management process area
Submits change requests to change management as required to eliminate know problems
Recording, managing, and advancing the problem by escalating to the elevated level of expertise, if appropriate, by integrating with change management, incident management, and configuration management
Creating tasks for other IT departments to work on the problem resolution
Monitors problem resolution and closure
Analyses historical data to identify and eliminate potential incidents before they occur
Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics for both the incident and problem processes
Serve as backup and assistance for other ITSM process owners supporting change, asset and knowledge management
Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position
Prior experience in a 24x7x365 operations environment. Experience with Mass notification tools desired
Performs other job-related duties as necessary
Qualification
Required
Bachelor's degree in Computer Science, Management Information Systems or comparable discipline or equivalent work experience
Bachelor's degree in IT or related professional experience in field
5+ years' experience in the Information Security field, including operational security monitoring or incident response experience
3+ years managing, coordinating, and ensuring resolution of security issues
Deep experience leading and responding to complex critical incidents security, availability, or customer experience incidents
Broad information security knowledge, including some familiarity with key regulations and standards relating to security incident response (e.g., PCI-DSS, GDPR, ISO 27001)
Ability to manage and constantly triage multiple security incidents, differentiating urgent issues from the merely important
Ability to stand back from a complex problem, logically assess the facts, and formulate a plan of action - even in the worst of situations
Strong operational and services experience in a cloud services delivery environment
Strong technical knowledge of complex systems, ideally in a cloud environment
Strong technical understanding of network fundamentals and common Internet protocols
Strong technical understanding of the information security threat landscape (attack vectors and tools, best practices for securing systems and networks, etc.)
Superior verbal and written communication skills, including the ability to effectively and clearly communicate complex scenarios to non-technical colleagues
Strong ability to prioritize and complete multiple tasks during time critical and high-pressure situations
Excellent time management, communication, and emotional intelligence skills
Strong analytical skills to support the synthesis of knowledge and information out of abstract and varying types of data points
ITIL Foundation mandatory
Company
Golden 1 Credit Union
Golden 1 Credit Union is a financial cooperative that offers checking, savings, home loan, investment, insurance and online services.
1001-5000 employees
H1B Sponsorship
Golden 1 Credit Union has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Allyson Hill, CPA
Senior Vice President, Chief Financial Officer
Joseph Harrison, CPA (Oregon), CRCM, CIA, CAMS, CFE
Senior Vice President - Chief Compliance Officer
Recent News
The Business Journal
2025-10-04
2025-10-02
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