Systems Incident Management Specialist, Hybrid, Marlborough/Chelmsford, MA

Digital Federal Credit Union•Marlborough, MA

13h•$83,000 - $99,500•Hybrid

About The Position

This role coordinates and manages systems incidents with moderate complexity, ensuring timely restoration of services and minimizing business impact. This role applies experience and sound judgment to facilitate incident response, improve communication flow, and support continuous improvement efforts across incident management practices.

Requirements

Bachelors degree in field relevant to role (or 4 additional years of relevant experience in lieu of a degree)
2 - 4 years of relevant experience

Responsibilities

Facilitates coordination of incident response activities for moderately complex service disruptions, ensuring appropriate resources are engaged and actions are progressing toward resolution.
Facilitates incident management calls, guiding discussions, maintaining focus on resolution, and ensuring clear ownership of next steps.
Owns communication during incidents, delivering timely, accurate updates to stakeholders and adapting messaging based on audience needs.
Monitors incident progress against service expectations, proactively identifying delays, risks, or gaps and driving follow-up actions.
Maintains comprehensive and accurate documentation of incident timelines, actions, and outcomes to support reporting and post-incident analysis.
Applies established processes while adapting approach based on situational needs, ensuring effective handling of a range of incident scenarios.
Identifies patterns or recurring issues through incident data and collaborates with problem management to support root cause analysis and prevention efforts.
Supports continuous improvement by recommending enhancements to incident management practices, tools, or communication approaches.
Coordinates activities across multiple teams or functions, ensuring alignment and effective collaboration during incident resolution.
Provides guidance to less experienced team members, helping reinforce best practices and consistency in incident management activities.