FRFS Service Manager - Incident Management

Company

Federal Reserve Bank of Boston

Federal Reserve Financial Services (FRFS) delivers a suite of payments services to financial institutions via FedLine® Solutions, FedNowSM, Fedwire®, National Settlement Service (NSS), FedCash®, FedACH® (Automated Clearing House), and Check Services. We are currently leading a strategic effort to transform FRFS to a national, enterprise-focused organization. Through our evolved structure, we will meet the needs of the marketplace for new products and services more quickly, seek to provide a more robust and unified customer experience across our financial service offerings, and create new career growth opportunities for FRFS staff.

We are seeking leaders to set the vision, strategy, values, and priorities that enable FRFS to achieve its mission. Our leaders must demonstrate a strategic, action-oriented mindset focused on intellectual curiosity, agility, accountability, and the ability to drive innovation through experimentation. To achieve our vision for a people-focused organization with a strong collaborative and innovative culture, we expect our leaders to champion an inclusive environment and demonstrate our values in how we work and interact with each other and our broader community.

In this role, you will manage Production Incidents coordination and Communication for Critical Payments Systems end to end.

Position will be Monday thru Friday, 8 hour shift that can be from 7am to 9pm EST on a rotational basis. On call evenings and weekends on a rotating basis will be required.

You will be a part of the FRFS Incident Management Team, and you collaborate closely with other technical teams and business areas to lead the Incident response for Critical Payments Systems at an Enterprise level.

As a Service Management Consultant, you will lead incidents that impact the FRFS Production Operations along the defined standards and guidelines of the Incident Management Framework. Working in collaboration with the different stakeholders, technology teams, and business units, you’ll drive fast and reliable incident resolution and therefore, support smooth service operations for Critical Payments Systems. In addition to the that, you ensure timely and precise incident Communication and leads Incidents until Resolution.

• Leads and manage end to end Critical Incident Response processes. 

• Individual must have a detailed understanding of business operations and workflows for all business processing platforms and associated Payment application systems. 

• Leads Identification and Categorization of all incidents according to the priority and impact for Critical Payments Systems. 

• Leads different incident Response teams during cross functional incidents.  

• Meets with operations, product and/or technical development staff to define and investigate problems or issues and propose solutions. Verifies results of all changes and/or enhancements. 

• Provide on-call support as needed, weekends included.  

• Manage After Incident Review and Identify Key Performance Indicators for the Incident Management Team. Track and report against KPI’s to drive process efficiency, enable prioritization of initiatives, and quantify operational benefits.  

• Partner with ServiceNow owner to explore the functionality and make better use of the tool. 

• Ensures alignment with Risk and Governance controls without compromising speed of resolution. 

• Coordinates Technical Bridge initiation, monitoring, and command. 

• Lead and Participate in Post Incident Reviews/RCA’s as needed.  

• Responsible to gather Data for Executive Reports for Critical Incident Management impacting Payments System.