Major Incident Manager (1349747)

Key Responsibilities

• Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with the quality and stability objectives for the Company's Technology's services across all Company's products.
• Play a pivotal role in process management including service strategy setting, service design, transitioning services to production, operations, and continuous improvement.
• Cook up with infrastructure and delivery teams to mitigate unplanned events or service interruptions, assess scope and impact, assign priority ratings, and lead efforts to reduce production impacts.
• Engage leadership and provide timely updates.
• Utilize a blend of analytical, technical, and communication skills effectively in a team-based setting.
• Communicate the customer/business/technical impact, status, and resolution to internal stakeholders in real-time.
• Ensure timely and accurate documentation of incident timelines, scopes/impacts, resolutions, and other quantifiable properties for record-keeping and post-incident reviews.
• Oversee the Incident Management Process governance.
• Provide governance and administrative support for Leadership paging and Incident Communication tools.
• Participate in a scheduled work shift and rotating on-call rotation to maintain 24x7x365 coverage.
• Manage the inventory of organizational knowledge assets.

Essential Knowledge, Experience & Qualifications

• Bachelor’s degree in Computer Science or a related field, or equivalent professional experience in information technology operations.
• At least five years of experience in performing IT service management activities.
• Experience managing major incident processes.
• Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications.
• Strong understanding of industry best practices and tools for incident management.
• Excellent analytical, technical, facilitation, and written communication skills.
• Capability to work effectively within a team-based environment.
• Proficient in self-directed learning regarding documented processes and incident management tools to advance personal development.
• Adept at managing complex and time-sensitive tasks.
• Keen attention to detail for effective communication and post-incident analysis.
• Ability to consistently and comfortably collaborate closely with executives and senior leadership.