Job Abstract

Discover. A brighter future.

With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.

Come build your future, while being the reason millions of people find a brighter financial future with Discover.

At Discover, be part of a culture where diversity, teamwork, and collaboration reign. Join a company that is just as employee focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career. 

This critical position drives major incidents to resolution.  The focus is to understand the problem, engage the right teams, communicate, and lead the group to restore services.  In addition, the Incident Command will lead post-mortem activities after an event to improve services and response times.  This is a highly visible role as at its core, Discover is a technology driven company.   

What makes a good Incident Commander? Excellent communications skills, be diplomatic, effective at providing direction and delegation, remains calm under pressure and focuses the team on the issue at hand.  Be empathic and listen, driven to solve problems.   

Shift: Thursday – Sunday, 11:00pm - 9:45am EST

Responsibilities 

• Drive major incidents to resolution 
• Lead/moderate calls and direct resources to first mitigate, then resolve   
• Identify what resources are needed, engage/delegate 
• Listens to differing opinions/knowledge and sets direction 
• Communicate status to leadership 
• Escalate when warranted 
• Perform postmortems, review successes, and recommend improvements  
• Work with teams to improve Observability 
• Be available for on-call rotation 
• Provides shift leadership to IT Operations team. Coordinates activities of the team daily. Provides feedback and coaching to team members. Schedules resources as needed for support. Participates in leadership for team activities and performance. 
• Monitors Critical/Core systems delivering services to business units and customers. Performs maintenance tasks, user enrollment in systems, etc.  
• Analyze events and take actions to mitigate incident impact immediately. When needed determine the next level of support and engage via RRT calls. Direct participants in corrective action.  
• Assists on Change Management tasks including validation steps and monitoring overall progress. Engage teams as requested. Communicates (verbal/written) to both internal and external entities information on system availability, performance, and impact.  
• Sends alert communications within the CSMP guidelines to BT and Business management. Creates timelines post incident/change activities. Produces Ready for Business and End of Day reporting.  
• Performs maintenance tasks, user enrollment in systems, etc.  
• Provides guidance to Novice Specialists. Use SME knowledge in Incident Management policy and procedures.  
• Participates in planning activities for future work such as change events. Authors and reviews SOP’s and system documentation, procedures as required.  

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Associate’s Degree in Computer Science or related 
• 2+ Years Experience IT Computer Operations, IT Customer Service or related 
• In lieu of a degree, 4+ years of experience in IT Computer Operations, IT Customer Service or related 

Preferred Qualifications 

Bonus Points If You Have: 

• 4+ years of experience in IT Computer Operations, IT Customer Service or related 
• ITIL certifications   
• Familiarity with ServiceNow, Datadog, Catchpoint

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Application Deadline:

Compensation:

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave

• Paid Time Off

• 401(k) Plan

• Medical, Dental, Vision, & Health Savings Account

• STD, Life, LTD and AD&D

• Recognition Program

• Education Assistance

• Commuter Benefits

• Family Support Programs

• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com.

What are you waiting for? Apply today!

All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.

Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)

Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com. Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.