Major Incident Technical Analyst

Company: Federal Reserve Bank
Location: Kansas City
Posted on: March 19, 2023

Job Description:

Company Federal Reserve Bank of Kansas City The Service Management (SM) Technical Analyst (Incident Management) is responsible for all aspects of the Incident Management (IM) process, most importantly, during Major Incidents while working as part of a team to restore service as quickly as possible. Specifically, the SM Technical Analyst for IM will manage the flow of IM processes Major Incidents, which includes driving technical teams towards resolution, communicating status and working to capture lessons learned for Post Incident Review. The SM Technical Analyst will also develop and distribute formal root cause analysis artifacts and will participate in the problem and quality assurance review (PQAR) meetings as part of our role in Problem Management (PM). * Multiple shift options are available for this position. Key Activities: * Responsible for the day-to-day activities related to the management of high and critical priority incidents, ensuring processes and procedures are defined in detail and executed consistently. These incidents may impact multiple districts, lines of business, applications or infrastructure (general/critical tiers, network services, and select information security incidents throughout the system). * Performs work with a high level of autonomy and is responsible for visible National IT efforts and related actions that reflect heavily on the reputation of National IT and the Federal Reserve System. * Leads the post incident review process, including, but not limited to, providing incident updates/debriefs, discussing IM process successes and opportunities for improvement, determining courses of action, and assigning/holding technical staff accountable to complete action items. * Directs and manages technical staff involved in providing IM and PM statuses and root cause analysis (RCA) reporting. * Assists with and influences the implementation of IM and PM policies, procedures and processes, ensuring the strategies and activities are consistent with the business objectives and are compliant with Service Management Office processes for review. * Follows the PM process by composing RCA documents subject to formal review and approval by officers, application or line of business stakeholders, and senior management. This includes facilitating discussions with technicians and technical management and following up on root cause action items, and posting the RCA document to the proper online repository. * Participates in Problem Quality Assurance Review (PQAR) and other meetings as an enterprise IM subject matter expert (SME). * Works under limited supervision. - Provides leadership and motivates peers and other technical staff through matrix management. Qualifications: * Bachelor's degree from a four-year college or university with major or coursework in Business, Computer Science, Management Information Systems (MIS), or closely related field or an equivalent combination of education and/or directly related work experience. * A minimum of three years of Information Technology experience in a related area (such as second- and third-level service desk, network, server, database, telephony, middleware or server support) required. * A minimum of one year of experience coordinating major incidents, changes or problem management preferred. * General technical knowledge and related competencies of distributed information systems technologies (i.e., UNIX and Windows operating systems, WebSphere Application Server, Oracle Database, MQSeries, Web Application Infrastructure (WAI), Performance, Storage, etc.) and applications operating in the National IT environment. * General knowledge of IT and interdependencies in a large scale, enterprise-wide complex operation. * Preferred certifications include: ITIL Foundations Certification/Senior analytical skills. * Senior-level negotiating skills to obtain needed technical support for customers. * Effective interpersonal skills to build and maintain strong partnerships with National IT technical managers and staff, application developers and strong working relationships with CBAFs. * This position has additional screening requirements due to the information accessed while performing the job. These additional screenings would be initiated at the time of offer acceptance and can take up to a couple of months to be completed. You can begin work before the screening is completed; however, continued employment is contingent on acceptable screening results. The areas screened include, education/employment verification, criminal history, credit history, and reference checks. * Incumbent must be fully vaccinated against COVID-19, unless the Bank grants an accommodation based on a medical condition or sincerely held religious belief. We offer benefits that go beyond the basics, featuring: * Market-leading Medical, Dental, and Vision Insurance * Tuition Reimbursement * 401k/Thrift Plan * Pension Plan * Flexible Spending Accounts * Life Insurance * Vacation & Personal Time * Paid Holidays * Parental Leave * Adoption Assistance * Onsite Fitness Center * Onsite Cafeteria * Additional Convenience Benefits, Discounts and More Follow us on LinkedIn, Twitter, and our YouTube channel - Kansas City Fed. Full Time / Part Time Full time Regular / Temporary Regular Job Exempt (Yes / No) Yes Job Category Information Technology 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. Privacy Notice

Keywords: Federal Reserve Bank, Kansas City , Major Incident Technical Analyst, Professions , Kansas City, Kansas