Federal Reserve Bank (FRB)
Incident Management Technical Analyst (Finance)
The Service Management (SM)Technical Analyst is responsible for all aspects of developing, enhancing and ensuring compliance for the Incident Management (IM) and Problem Management (PM) processes. Specifically, the SM Technical Analyst for IM will manage the flow of IM processes during high/critical incidents, including providing specialized technical support during high and critical incidents. The IM lifecycle includes identification, logging, investigation and diagnosis, resolution and recovery, and incident closure. For PM, the SM Technical Analyst will develop and distribute formal root cause analysis artifacts and will lead or participate in the problem and quality assurance review (PQAR)meetings. With support from technical owners, the SM Technical Analyst will lead proactive problem management activities, which include identifying, diagnosing, and resolving highly impactful problems affecting the end user or information technology (IT) environment.
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).