FedNow Incident Coordinator

Company
Federal Reserve Bank of Boston
The Federal Reserve is developing a new interbank 24x7x365 real-time gross settlement (RTGS) service with integrated clearing functionality, called the FedNow service. This service will help enable financial institutions provide their customers with the ability to send and receive payments any time, any day, and have full access to those funds within seconds. This position is a unique opportunity to be part of a new mission-critical Federal Reserve initiative that will be transformative to the payments landscape in the United States.
A requirement of this position is that the employee must be fully vaccinated (1 or 2 dose shot) and boosted, against COVID-19 or qualify for an accommodation from the Bank's vaccination policy; individuals who are unable to be vaccinated due to a medical condition or sincerely held religious belief may request an accommodation from the Bank. While open to location and remote work, residence near a Federal Reserve facility is preferred.
The FedNow Incident Coordinator is responsible for the end-to-end efficiency and effectiveness of the work performed to restore a critical IT services within the Major Incident Process. This includes directing the assigned Incident Handling Team effort in executing and driving service restoral efforts during outages of mission critical IT services; developing staff to meet the support needs of BU applications, infrastructure and operating environment now and in the future; participating in continual Improvement of the Incident Management process; and maintaining a close partnership with Problem Management, Change Management, and other IT teams (i.e. Application and Infrastructure Support).

• Promotes to Major Incident (initiating MI process)
• Collaborates with Daily Production Manager (DPM) or other stakeholders as necessary to make the MI decision
• Takes assignment of the MI ticket and maintains throughout the lifecycle (to resolution)
• Manages the Service Restoration of outages that risk dramatic negative impact on FedNow customers
• Owns the Major Incident response/recovery
• Responsible for managing the MI process flow
• In high pressure, short timeline situations, aligns multiple senior staff on the single, fastest path to Service restoration.
• Ensures alignment with Risk and Governance controls without compromising speed of resolution.
  Coordinates Technical Bridge initiation, monitoring, and command
• Coordinates support engagement
• Designates, briefs, and announce the Technical Lead
• Keeps a timeline of events and documents resolution efforts (or delegate this responsibility)
• Drives the triage process to ensure escalation and communication processes are continued; provides direction on check-in timeframes
• Ensures that a problem ticket is created post resolution
• Monitors the effectiveness of Incident Management process and make recommendations for improvement
• Coordinates the FedNow post major incident review process
• Declares service restoration of a major incident
• Communicate and provide restoration status during a critical incident restoration process to Incident Manger
• Make recommendations on maximizing the effective use of Incident Management technologies and supporting processes, drive continuous improvement on team performance, and support change initiatives
• Attend CAB (Change Advisory Board) meetings as requested and interface with other teams to walk through changes and relay change information to prepare team members
• Assist in organizing critical incident post resolution reviews and make on-going operational improvement recommendations.
• Provide input on the design and implementation of service stability monitoring, alert notification and escalation mechanisms/processes
• Provide input on how daily operations are run in a global, highly virtualized environment
• Ensures the ITIL-based Incident Management process is followed and evangelize adoption of best practices across I&TG.
• Ensure team members develop thorough understanding on all SLO (Service Level Objective) and SLA-driven metrics during outages.
• Ensure that incident management documentation practices are well planned and agile; including live documentation utilized during an outage.
• Maintain up-to-date knowledge by demonstrating strong motivation in continuous learning of latest incident management methodologies and applications in improving incident management practice.
• Mentor/coach Incident Handling team members in delivering quality incident resolution.
• Provide constructive feedback on team performance and direct actions to improve service quality and efficiency
• Develop thorough knowledge in understanding the functional and hierarchical dependencies that affect mission-critical and production environments

Required Skills:

• Minimum five plus (5+) years proven track record in a global IT service support environment with specific emphasis on Incident Management; A minimum of three plus (3+) years of experience in managing an Incident Handling function
• Strong background in global outsourced environments
• Strong coaching and mentoring skill
• Ability to learn in-depth knowledge of a wide variety of hardware and software system, and business unit mission-critical functionalities and dependencies.
• Highly developed analytical skills with the proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details
• Expert problem-solving skills with process-oriented and result-drive mind set
• Expert facilitation skills
• Strong stress management skills with ability to remain calm in high stress environment
• Excellent communication skills (both oral and written)
• Excellent analytical and fault finding skills
• Exceptional team building, teamwork and collaboration skills
• Strong interpersonal and relationship building skills
• Ability to influence and motivate across organizational boundaries
• Ability to stimulate creative thinking when approaching new situations
• Superior understanding of prioritizing business objectives
• Ability to communicate and provide constructive performance feedback to individuals
• Ability to construct an approach/plan for the execution of priorities
• Ability to prioritize multiple work streams
• Ability to work effectively with all roles within and external to IT

Desired Skills:

• ITIL Foundations Certification
• Experience working with external personnel (outside group and/or outsourcer) to restore IT services
• Experience working in a 24x7 Data Center Operation Environment

The Federal Reserve System is committed to a diverse and inclusive workplace and to provide equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.
All employees assigned to this position will be subject to FBI fingerprint/ criminal background and Patriot Act/ Office of Foreign Assets Control (OFAC) watch list checks at least once every five years.
The above statements are intended to describe the general nature and level of work required of this position. They are not intended to be an exhaustive list of all duties, responsibilities or skills associated with this position or the personnel so classified. While this job description is intended to be an accurate reflection of this position, management reserves the right to revise this or any job description at its discretion at any time.
For this job, any offer of employment is contingent upon successfully passing a two-phase security screening. The first phase consists of the satisfactory completion of a physical examination (including a drug screening), reference checks, and a security investigation consisting of credit and criminal history checks.
The second phase, which might not be complete until after you begin working at the Reserve Bank, is an additional risk-based security screening determined by the risk rating of the position. Depending upon the sensitivity of the position, this phase may include, and is not limited to, work and residency eligibility verification, and personal interviews with the candidate, references, and prior employers.
All applicants must have resided in the United States for at least three (3) years
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.
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