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 services across all products.
• Play a pivotal role in process management including service strategy setting, service design, transitioning services to production, operations, and continuous improvement.
• Coordinate 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.
• 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.

Desirable Knowledge, Experience & Qualifications

• Proven experience managing comprehensive major incident processes and tools.
• Proven experience overseeing major technology events in complex settings, including drafting and distributing broad executive summary communications.
• ITIL v4 Foundations Certification.
• Experience in organizational communications.

Location & Eligibility

This position is located in Atlanta, GA and requires local candidates to commute to the office from time to time. You must be a US citizen or Green Card holder to be considered. No sponsorship or transfer of visas are available.

Schedule

Participate in a scheduled work shift and rotating on‑call rotation to maintain 24×7×365 coverage.