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Co-op services Credit Union Enterprise Command Center Incident Manager in Des Moines, Iowa

The Opportunity

We are seeking a talentedEnterprise Command Center Incident Managerto 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 communications.

  • This position isflexibly-remote. That means that this position is currently remote due to COVID. Once we make the transition back into the office, there may be flexibility for a hybrid schedule of both remote and in-office work.

What You Can Look Forward to

  • Identify and initiate timely severity bridges conference calls.

  • 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 management.

  • Ensure incident notifications are created, updated and communicated according to schedule.

  • Create reports.

  • Work flexible hours in a dynamic 24x7 operating environment.

  • Ability to effectively explain technical issues to non-technical people.

  • 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 risks.

  • 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 Business.

  • 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 services space.

  • Trouble shooting and diagnostic skills in a diverse IT environment.

  • 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; ensuring that our employee base reflects the consumers we serve; cultivating a workplace in which every employee can live up to their full potential. 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 fintech.

The Perks

  • 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.

  • Tuition reimbursement.

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Job LocationsUS-IA-Des Moines | US

Req No. 2021-7980

Category Professional

Type Full-Time

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