Federal Reserve Financial Services Incident Manager

Federal Reserve Financial Services Incident Manager — Federal Reserve Bank of Atlanta — New York, NY

Full‑time, Competitive salary. This role resides in the New York region and focuses on incident management for the Federal Reserve’s critical payments systems.

As the Incident Manager, you will own the end‑to‑end coordination of production incidents for critical payments services. You will collaborate with technical teams, business stakeholders, and the FRFS Incident Management Team to drive prompt resolution of incidents, ensure accurate communication to executives, and continually improve incident‑response processes.

• Lead and manage the full lifecycle of critical incident response processes.
• Identify, classify, and prioritize incidents based on impact and criticality for payments systems.
• Coordinate cross‑functional response teams during large‑scale incidents.
• Meet with operations, product, and technical development staff to define problems, investigate root causes, and propose solutions.
• Verify results of changes and enhancements.
• Conduct after‑incident reviews, defining key performance indicators and reporting against them.
• Partner with Service Now owners to enhance tool functionality.
• Lead post‑incident reviews and root‑cause analyses.
• Prepare and present executive reports on critical incident management.
• Lead operational reviews and incident‑management workshops.

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 5+ years of experience in incident management, preferably in a 24/7/365 environment.
• Experience in financial‑services payment operations, including cash management, wire transfer, or real‑time payments.
• On‑call rotation experience, including weekends.
• Strong problem‑solving and independent decision‑making skills.
• Ability to work independently and collaboratively with cross‑functional teams.
• ITIL V3 or V4 certification.
• Experience with Service Now or Jira preferred.
• Project‑management skills managing multiple complex tasks.
• Six Sigma or Agile certification preferred.
• ACH Accredited Professional (AAP) certification preferred.

• Education:
  
  Bachelor’s degree in Computer Science, Information Systems, or equivalent.
• Experience:
  
  Minimum 5years in incident management within the financial‑services industry, including on‑call duties.

• Comprehensive health care coverage: medical, dental, and vision.
• 401(k) match and fully funded pension plan.
• Paid vacation, holidays, and flexible work arrangements.
• Public transportation subsidy.
• Annual tuition reimbursement.
• Professional development, training, and conference support.

The Federal Reserve Bank of Atlanta is an equal opportunity employer.