Premier America Credit Union - Los Angeles, CA
posted about 1 month ago
At Premier America Credit Union, the IT Incident Change & Release Manager plays a crucial role in overseeing and managing incidents that disrupt IT services. This position is responsible for ensuring that incidents are resolved quickly and efficiently, minimizing the impact on business operations. The manager will work closely with the IT Service Desk at various levels to escalate issues as needed and ensure timely resolution in accordance with Service Level Agreements (SLAs). The role requires the development and maintenance of a system to prioritize IT incidents based on their impact on the business and the criticality of affected systems. Post-incident reviews will be conducted to analyze what happened, why it happened, and how similar incidents can be prevented in the future. The IT Incident Change & Release Manager will also be responsible for updating the knowledge base and documentation to facilitate quicker resolution of similar incidents in the future. This role demands strong problem-solving skills, the ability to make rapid decisions, and the capacity to balance priorities during high-pressure situations. Effective communication is essential, as the manager will need to maintain strong and accurate communications throughout incidents and coordinate with Premier America Team Members. In addition to incident management, the manager will lead, own, and manage the Change and Release Management process, ensuring that changes are recorded, evaluated, planned, tested, implemented, documented, and reviewed in a controlled manner. The role also involves assisting in disaster recovery operations and testing, documenting and tracking all support interactions in the ticketing system, and collaborating with other IT teams to resolve complex issues. Identifying opportunities for process improvement and implementing solutions will be key responsibilities, along with participating in team meetings to contribute to the overall success of the IT department.