7,603 Helpdesk Management jobs in the United States
Director Incident Management
Posted 24 days ago
Job Viewed
Job Description
Are you ready to make an impact at DTCC?
Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact. We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.
Pay and Benefits:
- Competitive compensation, including base pay and annual incentive
- Comprehensive health and life insurance and well-being benefits
- Pension
- Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
- DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (Onsite Tuesdays, Wednesdays and a third day of your choosing)
Being a member of the Enterprise Production Resiliency and Stability organization means you are part of a diverse and collaborative team with critical responsibilities to protect the financial services industry and to serve our clients, both internally and externally. As the Director of Incident Management, you will manage a team of Major Incident Managers and communicate updates to stakeholders, while also developing performance indicators and improving proactive incident management.
The candidate must have strong communication skills with the ability to convey problems and coordinate resources during crisis situations. This role often requires interactions with senior levels of leadership and regulatory relations.
You and your team will drive the resolution of issues across all enterprise technologies, by facilitating investigations, watch parties and major incident triage to maintain service levels agreements (SLAs). You will also initiate root cause analysis efforts to ensure resolver teams quickly identify actions to prevent future events and client impact.
Your Primary Responsibilities:
- Lead global 24x7 support team using Observability tools and ServiceNow for engagement of critical partners and support staff to minimize the impact of service disruption to client / regulators
- Leading, driving, facilitating and chairing postmortem investigation activities to identify lessons learned and root cause
- Collaborating with Support, Operations and the business to identify action plans with specific actions, to permanently resolve service disruptions
- Matrix management of people, processes and resources to reduce time taken to resolve Major Incidents - including resolving conflict to move forward to resolution
- Continually maintaining and identify Tools & Processes to enable the organization's ability to prevent and respond to major incidents
- Provide major incident metrics reports
- Ensure Information Technology response to service disruptions align to Regulatory requirements
- Maintain and continually enhance ServiceNow Event & Alert rule framework to successfully gather Events "state change" and route to the correct Alert Dashboard for action
- Work with development & infrastructure teams on standard methodologies for error logging and ensuring associated actions vital to resolve Alert
- Drive Alert noise reduction initiatives to enable Support teams to focus on critical important alerts
- Define and implement CSF / KPI for Alerts and Major Incidents to provide insight to achieving firm goals
- Work with Audit and Risk to ensure Event and Major Incident policy and procedure controls well defined and adhered too
- Work with Support teams to define and implement solutions for automating repetitive Alerts
- Lead Major Incident Management Process which includes:
- Driving Major Incidents to speedy resolution
- Matching incidents against Changes and Known workaround
- Running Cyber and Regulatory response
- Prioritizing incidents in terms of impact and vitality
- Raising incidents to other teams as vital to ensure timely resolution
Qualifications:
- Minimum of 10 years of related experience in IT delivery and / or support
- Bachelor's degree and/or equivalent experience
- Consistent track record of 5+ years in a management role with experience leading major incidents and crisis events
- Excellent communication skills and ability to meet with clients, present to senior management and provide updates to regulators / supervisors
- Ability to work across teams to create partnerships that achieve organization goals, and passionate about building an innovative culture
- Familiarity with Software Development Life Cycle management & Agile
- Familiarity with Enterprise Infrastructure design standards for modular, secure and resilient applications to drive root cause analysis across the breadth of the enterprise
- Knowledge and Familiarity with AWS & Microsoft O365, ServiceNow, ITSM
- Identify and implement efficiencies and improvements to IT Service Management standard processes and procedures
- Experience working with Excel or other analysis tools to complete analysis of historical incidents, alerts, problems to identify hotspots
- Experience initiating Continuous Improvement Projects
The salary range is indicative for roles at the same level within DTCC across all US locations. Actual salary is determined based on the role, location, individual experience, skills, and other considerations. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
About Us
With over 50 years of experience, DTCC is the premier post-trade market infrastructure for the global financial services industry. From 20 locations around the world, DTCC, through its subsidiaries, automates, centralizes, and standardizes the processing of financial transactions, mitigating risk, increasing transparency, enhancing performance and driving efficiency for thousands of broker/dealers, custodian banks and asset managers. Industry owned and governed, the firm innovates purposefully, simplifying the complexities of clearing, settlement, asset servicing, transaction processing, trade reporting and data services across asset classes, bringing enhanced resilience and soundness to existing financial markets while advancing the digital asset ecosystem. In 2024, DTCC's subsidiaries processed securities transactions valued at U.S. $3.7 quadrillion and its depository subsidiary provided custody and asset servicing for securities issues from over 150 countries and territories valued at U.S. $99 trillion. DTCC's Global Trade Repository service, through locally registered, licensed, or approved trade repositories, processes more than 25 billion messages annually. To learn more, please visit us at or connect with us on LinkedIn, X, YouTube, Facebook and Instagram.
DTCC proudly supports Flexible Work Arrangements favoring openness and gives people freedom to do their jobs well, by encouraging diverse opinions and emphasizing teamwork. When you join our team, you'll have an opportunity to make meaningful contributions at a company that is recognized as a thought leader in both the financial services and technology industries. A DTCC career is more than a good way to earn a living. It's the chance to make a difference at a company that's truly one of a kind.
Learn more about Clearance and Settlement by clicking here.
About the Team
Enterprise Product & Platform Engineering transforms the way we deliver infrastructure to our business clients. A key construct of EP&PE will be the evolution of the IT Product Manager, who will partner with the Engineering organization, the Business Aligned Service Delivery organization, the DevSecOps organization as well as our operational support teams to ensure that this organization provides high quality, commercially attractive and timely solutions to support our business strategy.
IT Incident Management
Posted 10 days ago
Job Viewed
Job Description
An IT Incident Management Analyst is responsible for identifying, resolving, and preventing incidents that can affect an organization's system or service. They work with other IT professionals to ensure smooth operation of business processes and maintain the health of the IT infrastructure. This person will analyze data, diagnose problems, and work with other IT professionals to ensure that systems are running efficiently and smoothly. Strong analytical and problem-solving skills are essential for this role.
Responsibilities
+ Monitor and manage incident tickets to ensure timely resolution
+ Investigate, diagnose, and resolve incidents to minimize downtime
+ Communicate with stakeholders and end-users about incident status and resolution
+ Identify and escalate high-priority incidents to appropriate teams for prompt attention
+ Document incident details, troubleshooting steps, and resolution in incident management system
+ Analyze incident data to identify trends and areas for improvement in incident management process
+ Participate in incident management meetings and contribute to incident management process improvement initiatives
Minimum Education
+ Associates degree in IT or a related field or equivalent experience.
Minimum Experience
+ 2 years of experience working with ServiceNow
+ 2+ years in a deskside support role
+ Strong understanding of ServiceNow Incident Management
+ ITIL v3 or v4 Foundation training, or higher level of ITIL Certification or willingness to get the certification
Knowledge, Skills, Abilities
+ Bachelor's degree in Computer Science, Information Technology, or a related field or equivalent experience
+ 4 years of experience in incident management or a related field
+ Knowledge of ITIL framework and experience with incident management processes
+ Strong analytical and problem-solving skills
+ Ability to work well under pressure and manage multiple incidents simultaneously
+ Excellent communication and interpersonal skills
+ Familiarity with incident management tools and software
+ Willingness to work on a rotational 24/7 schedule as needed
Physical Demands and Work Environment
The physical demands and work environment described here are representative of those that must be met and/or encountered by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and communicate. The employee may be required to stand, walk, and sit. Specific vision abilities required by this job include the ability to view monitors, technical documents, and reference material. The noise level in the work environment is usually low to moderate
System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Ref: #208-Rowland Tulsa
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Director - Incident Management Lead
Posted 24 days ago
Job Viewed
Job Description
Location : Jersey City, NJ
Pay Rate : 600/Day Negotiable
The Americas CIB Transversal Operational Permanent Control (OPC) team strengthens and aligns the OPC framework across business functions by standardizing methodology regionally and ensuring ongoing monitoring. The team covers a broad spectrum of operational risk activities, including procedure management, risk monitoring, reporting, remediation, permanent control plans, and quality assurance testing.
Position Summary
Lead the OPC Incident Management Lifecycle for Americas CIB. Drive incident identification, tracking, analysis, and remediation. Serve as a proactive advisor to senior stakeholders to prevent recurrence and embed effective controls.
Key Responsibilities
- Implement Group policy related to OPC framework incidents (internal/external) that result-or could result-in loss, gain, or opportunity cost.
- Own the Incident Management Lifecycle by collaborating with 1LoD OPC Officers to:
- Investigate incident details, causes, impact across businesses
- Conduct in-depth analyses of event root causes
- Create action plans for short- and long-term remediation
- Incorporate feedback from business and independent reviews
- Close incidents with quality evidence
- Escalate mitigation proposals for gaps and delays to senior management
- Develop, monitor, analyze, report, and present incident trends (weekly and ad-hoc) to committees; advise on causal patterns and prevention strategies.
- Provide awareness sessions and training across the incident management lifecycle.
- Execute and identify continuous improvement opportunities to enhance incident management quality.
Minimum Required Qualifications
- Expert in Permanent Control or Risk Management
- dvanced knowledge of incident management procedures, policies, standards, and principles
- Expert in workflow tools, risk management systems, and reporting sources
- Strong analytical skills for causal pattern identification across functions and geographies
- Exceptional communication and influence skills with senior stakeholders
- bility to build relationships across first and second lines of defense
Incident Management Investigator Specialist
Posted 24 days ago
Job Viewed
Job Description
Incident Management Investigator Specialist
Type of Position Full time
Search Location(s) Manhattan, NY
Apply Now (
Job Brief
Assists the Incident Management Investigator with conducting investigations into situations, which may violate a person’s rights and/or protections in accordance with OPWDD and Justice Center regulations.
Shift Worked:
9:00AM - 5:00PM (Mon - Fri)
Weekly Hours:
75
FLSA Status:
Non Exempt
Pay range:
$26.67 -$26.67
Constructive Partnerships (CP) Unlimited, since 1946 is a leading non-profit provider of residential, day habilitation, Article 16, and clinical health services and supports people with intellectual and developmental disabilities throughout New York City, Nassau County, and Hudson Valley. This is a time of growth at CP Unlimited and we have expanded our constituency to include supportive housing.
POSITION DUTIES:1. Assists the Incident Management Investigator with conducting investigations into situations that may violate the rights and/or protection of people receiving services. These situations include all categories and classifications as defined by the Justice Center PPSNA (Protection of People with Special Needs Act) and OPWDD Part 624 Regulations: Reportable Abuse/Neglect, Reportable Significant, Serious Notable Occurrence, and/or 624/625 situations.2. Requests documentary evidence timely and conducts timely follow-up until documentary evidence is received within regulatory timeframes.3. Performs administrative duties as related to the assigned investigation, specifically filing investigative documents and documentation requests and completing OPWDD 149 drafts as assigned.4. Ensures investigative documents are obtained in a timely manner to ensure compliance with regulatory deadlines, including tracking requests, responses, and reporting any difficulties/obstacles to obtaining documents to the Administrator of Investigations for immediate action.5. Participates in regular supervision with the Administrator of Investigations and provides investigative updates, including written notification and follow-up reports, as needed for administrative action.6. In consultation with Administrator of Investigations, Administrator of Incident Management and/or Senior Vice President of Quality Assurance and Quality Improvement contacts outside entities as needed.7. Conducts quality reviews of completed OPWDD 149s prior to submission to the IRC Committee for review.8. Completes IRC Committee recommendations and follow-up within mandated timeframes. 9. Performs all other duties as assigned.
REQUIREMENTS:1. Minimum BA/BS in related Human Services Field or licensure in medically related field required.2. Typing and computer proficiency, specifically experience working with Microsoft Outlook, One Drive, SharePoint, and Teams.3. Completed the approved Justice Center investigative training course4. Experience working within OPWDD programs preferred.5. Some knowledge of state regulations governing incident reporting (14 NYCCR Part 624 and 625, Article 20 of the Executive Law and Article 11 of the Social Services Law), Protection of Individual in Programs certified by OPWDD (Part 633 regulations), and the Justice Center PPSNA (Protection of People with Special Needs Act).6. Able to review, process, and analyze evidence.7. Able to multitask, prioritize, meet deadlines, and adapt to changes at any given time.8. Must have flexible hours and ability to work remotely and on site as needed.9. Performs all job responsibilities in full compliance with all applicable laws, rules, regulations, policies and procedures. Adheres to the agency’s corporate compliance program, including the code of business conduct, the NYS and federal false claims acts, whistleblower protections and mandatory reporting. Completes corporate compliance training at least annually. Fully cooperates in all corporate compliance investigations and reviews.
(Cyber) Incident Management Analyst - Hybrid
Posted 10 days ago
Job Viewed
Job Description
Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.
Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.
Nightwing is supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize of the severity of breaches, develop mitigation plans, and assist with the restoration of services. Nightwing is seeking a Cyber Incident Manager to support this critical customer mission.
Responsibilities:
- Correlating incident data to identify specific trends in reported incidents
- Recommending defense in depth principles and practices (i.e. Defense in Multiple Places, layered defenses, security robustness, etc.)
- Performing Computer Network Defense incident triage to include determining scope, urgency, and potential impact
- Researching and compiling known resolution steps or workarounds to enable mitigation of potential Computer Network Defense incidents within the enterprise
- Applying cybersecurity concepts to the detection and defense of intrusions into small, and large-scale IT networks, and conduct cursory analysis of log data
- Monitoring external data sources to maintain currency of Computer Network Defense threat condition and determine which security issues may have an impact on the enterprise
- Identifying the cause of an incident and recognizing the key elements to ask external entities when learning the background and potential infection vector of an incident,
- Receiving and analyzing network alerts from various sources within the enterprise and determine possible causes of such alerts
- Tracking and documenting Computer Network Defense (CND) incidents from initial detection through final resolution, and work with other components within the organization to obtain and coordinate information pertaining to ongoing incidents
- Limited candidates may be hired for shift work; assigned to set schedules, triaging and researching incidents for Indicators of Compromise (IOCs), escalating to specialized analysts
Required Skills:
- U.S. Citizenship
- Must have an active TS/SCI clearance
- Must be able to obtain DHS Suitability
- 5+ years of directly relevant experience in cyber incident management or cybersecurity operations
- Knowledge of incident response and handling methodologies
- Having close familiarity with NIST 800-62 (latest revision), and FISMA standards as they pertain to reporting incidents
- Ability to prioritize incidents, investigate and describe tactics used in phishing campaigns, as well as recognize gaps in incident reporting
- Knowledge of general attack stages (e.g., foot printing and scanning, enumeration, gaining access, escalation of privileges, maintaining access, network exploitation, covering tracks, etc.)
- Skill in recognizing and categorizing types of vulnerabilities and associated attacks
- Knowledge of basic system administration and operating system hardening techniques, Computer Network Defense policies, procedures, and regulations
- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))
- Knowledge of system and application security threats and attack methods (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return- oriented attacks, and malicious code)
Desired Skills:
- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))
- Knowledge of system and application security threats and attack methods (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return- oriented attacks, and malicious code)
Required Education:
BS Incident Management, Operations Management, Cybersecurity or related degree. HS Diploma with 7-9 incident management or cyber security experience
Desired Certifications:
GCIH, GCFA GISP, GCED, CCFP or CISSP
Arlington, VA
Previously part of a leading Fortune 100 company and headquartered in Dulles, VA; Nightwing became independent in 2024 but continues to support the nation's most mission impactful initiatives.
When we formed Nightwing, we brought a deep set of credentials and an unfaltering commitment to the mission. For over four decades, our team has been providing some of the world's most technically advanced full-spectrum cyber, data operations, systems integration and intelligence support services to the U.S. government on its most important missions.
At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.
Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.
At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.
Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.
Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
(Cyber) Incident Management Analyst - Hybrid
Posted 22 days ago
Job Viewed
Job Description
Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.
Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.
Nightwing is supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize of the severity of breaches, develop mitigation plans, and assist with the restoration of services. Nightwing is seeking a Cyber Incident Management Analyst to support this critical customer mission.
Responsibilities:
- Managing reported incidents by providing a single point of service for incident customer organizations throughout the incident life cycle of a high priority incident
- Correlating incident data to identify specific trends in reported incidents- Recommending defense in depth principles and practices (i.e. Defense in Multiple Places, layered defenses, security robustness, etc.)
- Performing Computer Network Defense incident triage to include determining scope, urgency, and potential impact
- Identifying the specific vulnerability and make recommendations that enable expeditious remediation
- Assisting Federal leads with incident management functions when deployed at an onsite engagement- Assists in coordinating with private sector partners, law enforcement, and internal entities to conduct daily operations
- Conducting peer reviews and providing quality assurance reviews for junior personnel
- Mentoring of junior incident managers and provide guidance to others on incident management prioritization, triage and report writing in support of onsite engagements.
- Providing team leadership during assigned shifts (2:00 PM - 10:30 PM ET or 10:00 PM - 6:30 AM ET and 12 hour weekend shifts)
- Leads a technical team of up to 6 highly skilled cyber threat analysts
Required Skills:
- U.S. Citizenship- Must have an active TS/SCI clearance
- Must be able to obtain DHS Suitability- 8+ years of directly relevant experience in cyber incident management or cybersecurity operations
- Knowledge of incident response and handling methodologies
- Knowledge of the NCCIC National Cyber Incident Scoring System to be able to prioritize triaging of incident- Knowledge of general attack stages (e.g., foot printing and scanning, enumeration, gaining access, escalation of privileges, maintaining access, network exploitation, covering tracks, etc.)
- Demonstrated experience with recognizing and categorizing types of vulnerabilities and associated attacks
- Knowledge of basic system administration and operating system hardening techniques
- Knowledge of Computer Network Defense policies, procedures, and regulations
- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))
- Knowledge of system and application security threats and vulnerabilities (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return
- oriented attacks, and malicious code)- Must be able to work collaboratively across physical locations
Desired Skills:- Experience leading and mentoring technical teams- Knowledge of basic system administration and operating system hardening techniques- Knowledge of Computer Network Defense policies, procedures, and regulations- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))- Knowledge of system and application security threats and vulnerabilities (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return- oriented attacks, and malicious code) Required Education:BS Operations Management, Cybersecurity or related degree. Two years of related work experience may be substituted for each year of degree level education. Desired Certifications:GCIH, GCFA GISP, GCED, CCFP or CISSP
Arlington, VA
Previously part of a leading Fortune 100 company and headquartered in Dulles, VA; Nightwing became independent in 2024 but continues to support the nation's most mission impactful initiatives.
When we formed Nightwing, we brought a deep set of credentials and an unfaltering commitment to the mission. For over four decades, our team has been providing some of the world's most technically advanced full-spectrum cyber, data operations, systems integration and intelligence support services to the U.S. government on its most important missions.
At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.
Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.
At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.
Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.
Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Director of Major Incident Management
Posted 24 days ago
Job Viewed
Job Description
Are you ready to lead and transform the way we handle critical technology incidents? At Thomson Reuters, we pride ourselves on being at the forefront of innovation and excellence in the technology sector.
We are seeking a dynamic and strategic leader to join our team as the Director of Major Incident Management. In thissenior leadership role, you will be responsible for overseeing the resolution of the most critical and high-impact technology incidents across the enterprise and lead a regional Major Incident Management (MIM) team, ensuring operational excellence, stakeholder alignment, and continuous improvement in incident response.
The role demands a strategic mindset, operational rigor, and exceptional communication skills to manage cross-functional teams and executive-level stakeholders under pressure.
About the Role
In this opportunity asDirector of Major Incident Management, you will:
Direct and develop a regional Major Incident Management (MIM) team, fostering a high-performance culture and operational discipline.
Build and maintain strong relationships with senior technology leaders, business stakeholders, and third-party vendors to ensure alignment and transparency during incident resolution.
Ensure compliance with Major Incident Management policies, including incident declaration, escalation protocols, communication cadence, and post-incident reviews.
Drive service improvement initiatives, root cause analysis follow-ups, and lessons learned sessions to enhance the maturity of the Major Incident Management practice.
Partner with other regional Major Incident Management leads to ensure global consistency and seamless handovers across shifts.
Communicate effectively with executive leadership under pressure, providing clear and concise updates on incident status and resolution efforts.
About You
You're a fit for the role of Director of Major Incident Management if your background includes:
Proven experience in managing high-severity technology incidents in a global enterprise environment.
Strong leadership and people management skills, with a track record of leading geographically dispersed teams.
Deep understanding of ITIL-based incident management practices and enterprise service management tools (e.g., ServiceNow).
Exceptional communication and stakeholder management skills, including the ability to brief executive leadership under pressure.
Analytical mindset with a focus on metrics and continuous improvement.
Experience working with engineering, infrastructure, and application support teams across complex technology landscapes.
Ability to drive service improvement initiatives, conduct root cause analysis follow-ups, and facilitate lessons learned sessions.
#LI-AZ5
What's in it For You?
Hybrid Work Model: We've adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.
Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
For any eligible US locations, unless otherwise noted, the base compensation range for this role is $154,000 - $286,000.
This role may also be eligible for an Annual Bonus based on a combination of enterprise and individual performance.
Base pay is positioned within the range based on several factors including an individual's knowledge, skills and experience with consideration given to internal equity. Base pay is one part of a comprehensive Total Reward program which also includes flexible and supportive benefits and other wellbeing programs.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here.
Learn more on how to protect yourself from fraudulent job postings here.
More information about Thomson Reuters can be found on thomsonreuters.com.
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Technology Support III / Incident Management
Posted 1 day ago
Job Viewed
Job Description
As a Technology Support III team member in Infrastructure Platforms Incident Management, you will ensure the operational stability, availability, and performance of our production application flows. Encourage a culture of continuous improvement as you troubleshoot, maintain, identify, escalate, and resolve production service interruptions for all internally and externally developed systems, leading to a seamless user experience.
**Job responsibilities**
+ Provides end-to-end application or infrastructure service delivery to enable successful business operations of the firm
+ Supports the day-to-day maintenance of the firm's systems to ensure operational stability and availability
+ Assist in the monitoring of production environments for anomalies and address issues utilizing standard observability tools
+ Identify issues for escalation and communication, and provide solutions to the business and technology stakeholders
+ Analyze complex situations and trends to anticipate and solve incident, problem, and change management in support of full stack technology systems, applications, or infrastructure
+ Conduct technology incident regulatory impact assessments under time constraints, ensuring timely submission of regulatory requirements
+ Assist in developing and implementing technology policies, standards, and training programs, fostering a culture of compliance and excellence
+ Cultivate strong business and technology relationships, establishing yourself as a trusted partner
+ Design and manage a personal improvement plan to achieve team and individual performance goals
+ Participate in post-incident reviews and problem management activities, driving improvements in incident management practices
+ Engage in improvement initiatives during incident downtime to enhance system resilience and operational efficiency
**Required qualifications, capabilities, and skills**
+ 3+ years of experience or equivalent expertise troubleshooting, resolving, and maintaining information technology services
+ Demonstrated knowledge of applications or infrastructure in a large-scale technology environment both on premises and public cloud
+ Experience in observability and monitoring tools and techniques
+ Exposure to processes in scope of the Information Technology Infrastructure Library (ITIL) framework
+ Must be able to work the front-end shift Sunday, Monday, Tuesday and every other Wednesday 7:00amET-7:00pmET
+ Expertise in product and infrastructure support
+ Understanding of risk and controls landscape, ensuring company-wide standards are met
+ Ability to execute within a customer-centric environment
+ Experience in incident management processes within large technology environments
+ Excellent communication skills for leading incident resolution
+ Strong teaming skills and ability to build relationships across LOBs
**Preferred qualifications, capabilities, and skills**
+ Experience with one or more general purpose programming languages and/or automation scripting
+ Working understanding of public cloud
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
(Cyber) Incident Management Analyst - Hybrid
Posted 4 days ago
Job Viewed
Job Description
Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.
Nightwing is supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize of the severity of breaches, develop mitigation plans, and assist with the restoration of services. Nightwing is seeking a Cyber Threat Analyst to support this critical customer mission.
**Responsibilities:**
- Researching and compiling known resolution steps or workarounds to enable mitigation of potential Computer Network Defense incidents within the enterprise
- Applying knowledge of the tactics, techniques, and procedures of various criminal, insider, hacktivist, and nation state threat actors to identify and validate threats
- Applying cybersecurity concepts to the detection and defense of intrusions into small, and large-scale IT networks, and conduct cursory analysis of log data
- Conducting cursory analysis of log data
- Identifying the cause of an incident and recognizing the key elements to ask external entities when learning the background and potential infection vector of an incident
- Tracking and documenting Computer Network Defense (CND) incidents from initial detection through final resolution
- Working with other components within the organization to obtain and coordinate information pertaining to ongoing incidents.
- Limited candidates may be hired for shift work; assigned to set schedules, triaging and researching incidents for Indicators of Compromise (IOCs), escalating to specialized analysts
**Required Skills:**
- U.S. Citizenship
- Must have an active TS/SCI clearance
- Must be able to obtain DHS Suitability
- 2+ years of directly relevant experience in cyber incident management or cybersecurity operations
- Knowledge of incident response and handling methodologies
- Knowledge of the NCCIC National Cyber Incident Scoring System to be able to prioritize triaging of incident
- Knowledge of general attack stages (e.g., foot printing and scanning, enumeration, gaining access, escalation of privileges, maintaining access, network exploitation, covering tracks, etc.)
- Skill in recognizing and categorizing types of vulnerabilities and associated attacks
- Knowledge of basic system administration and operating system hardening techniques
- Knowledge of Computer Network Defense policies, procedures, and regulations
- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))
- Knowledge of system and application security threats and attack methods (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return- oriented attacks, and malicious code)
- Must be able to work collaboratively across physical locations
**Desired Skills:**
- Knowledge of basic system administration and operating system hardening techniques
- Knowledge of Computer Network Defense policies, procedures, and regulations
- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))
- Knowledge of system and application security threats and attack methods (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return- oriented attacks, and malicious code)
**Required Education:**
BS Incident Management, Operations Management, Cybersecurity or related degree. HS Diploma with 4-6 years of incident management or cyber security experience.
**Desired Certifications:**
GCIH, GCFA GISP, GCED, CCFP or CISSP
Arlington, VA
Previously part of a leading Fortune 100 company and headquartered in Dulles, VA; Nightwing became independent in 2024 but continues to support the nation's most mission impactful initiatives.
When we formed Nightwing, we brought a deep set of credentials and an unfaltering commitment to the mission. For over four decades, our team has been providing some of the world's most technically advanced full-spectrum cyber, data operations, systems integration and intelligence support services to the U.S. government on its most important missions.
At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.
Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.
_At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients._
_Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team._
_Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class._
(Cyber) Incident Management Analyst - Hybrid
Posted 4 days ago
Job Viewed
Job Description
Nightwing provides technically advanced full-spectrum cyber, data operations, systems integration and intelligence mission support services to meet our customers' most demanding challenges. Our capabilities include cyber space operations, cyber defense and resiliency, vulnerability research, ubiquitous technical surveillance, data intelligence, lifecycle mission enablement, and software modernization. Nightwing brings disruptive technologies, agility, and competitive offerings to customers in the intelligence community, defense, civil, and commercial markets.
Nightwing is supporting a U.S. Government customer to provide support for onsite incident response to civilian Government agencies and critical asset owners who experience cyber-attacks, providing immediate investigation and resolution. Contract personnel perform investigations to characterize of the severity of breaches, develop mitigation plans, and assist with the restoration of services. Nightwing is seeking a Cyber Incident Manager to support this critical customer mission.
**Responsibilities:**
- Correlating incident data to identify specific trends in reported incidents
- Recommending defense in depth principles and practices (i.e. Defense in Multiple Places, layered defenses, security robustness, etc.)
- Performing Computer Network Defense incident triage to include determining scope, urgency, and potential impact
- Researching and compiling known resolution steps or workarounds to enable mitigation of potential Computer Network Defense incidents within the enterprise
- Applying cybersecurity concepts to the detection and defense of intrusions into small, and large-scale IT networks, and conduct cursory analysis of log data
- Monitoring external data sources to maintain currency of Computer Network Defense threat condition and determine which security issues may have an impact on the enterprise
- Identifying the cause of an incident and recognizing the key elements to ask external entities when learning the background and potential infection vector of an incident,
- Receiving and analyzing network alerts from various sources within the enterprise and determine possible causes of such alerts
- Tracking and documenting Computer Network Defense (CND) incidents from initial detection through final resolution, and work with other components within the organization to obtain and coordinate information pertaining to ongoing incidents
- Limited candidates may be hired for shift work; assigned to set schedules, triaging and researching incidents for Indicators of Compromise (IOCs), escalating to specialized analysts
**Required Skills:**
- U.S. Citizenship
- Must have an active TS/SCI clearance
- Must be able to obtain DHS Suitability
- 5+ years of directly relevant experience in cyber incident management or cybersecurity operations
- Knowledge of incident response and handling methodologies
- Having close familiarity with NIST 800-62 (latest revision), and FISMA standards as they pertain to reporting incidents
- Ability to prioritize incidents, investigate and describe tactics used in phishing campaigns, as well as recognize gaps in incident reporting
- Knowledge of general attack stages (e.g., foot printing and scanning, enumeration, gaining access, escalation of privileges, maintaining access, network exploitation, covering tracks, etc.)
- Skill in recognizing and categorizing types of vulnerabilities and associated attacks
- Knowledge of basic system administration and operating system hardening techniques, Computer Network Defense policies, procedures, and regulations
- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))
- Knowledge of system and application security threats and attack methods (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return- oriented attacks, and malicious code)
**Desired Skills:**
- Knowledge of different operational threat environments (e.g., first generation (script kiddies), second generation (non nation-state sponsored), and third generation (nation-state sponsored))
- Knowledge of system and application security threats and attack methods (e.g., buffer overflow, mobile code, cross-site scripting, PL/SQL and injections, race conditions, covert channel, replay, return- oriented attacks, and malicious code)
**Required Education:**
BS Incident Management, Operations Management, Cybersecurity or related degree. HS Diploma with 7-9 incident management or cyber security experience
**Desired Certifications:**
GCIH, GCFA GISP, GCED, CCFP or CISSP
Arlington, VA
Previously part of a leading Fortune 100 company and headquartered in Dulles, VA; Nightwing became independent in 2024 but continues to support the nation's most mission impactful initiatives.
When we formed Nightwing, we brought a deep set of credentials and an unfaltering commitment to the mission. For over four decades, our team has been providing some of the world's most technically advanced full-spectrum cyber, data operations, systems integration and intelligence support services to the U.S. government on its most important missions.
At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients.
Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team.
_At Nightwing, we value collaboration and teamwork. You'll have the opportunity to work alongside talented individuals who are passionate about what they do. Together, we'll leverage our collective expertise to drive innovation, solve complex problems, and deliver exceptional results for our clients._
_Thank you for considering joining us as we embark on this new journey and shape the future of cybersecurity and intelligence together as part of the Nightwing team._
_Nightwing is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class._