Lead - Incident Management

4 weeks ago

Shelton, United States CareerBuilder Full time

Lead - Incident Management

Shelton, CT 06484, USA
Req #1249

Tuesday, April 9, 2024

Region

: Shelton, CT USA

Ready for a fresh, new career? Look no further because one of the world's most iconic brands can help you get there.

Why Join Us?

At Subway, "better" is baked into our DNA.

We are a brand that believes in continued improvement ... in our lives, our businesses, and our planet. From the

that started our very first sandwich shop to earning our position as one of the world's leading restaurant brands, we've always embraced change and the path ahead. And today, we're making better living way easier.

Our purpose is about more than the food we serve in our restaurants.

It's centered on fueling healthy businesses and healthier lives.

It is one of the most exciting times to join the Subway team and contribute to our transformational journey.

About the Role:

We have an exciting opportunity to support our

IT Service Management

team as an

Incident Management Lead

based in

Shelton, CT.

The

Incident Management Lead

will

lead our major incident response efforts, driving rapid resolutions to minimize business impact and keep our systems operating. They will lead a team of skilled responders, coordinating with stakeholders and leveraging their expertise to diagnose, troubleshoot, and resolve incidents with uncompromising accuracy and urgency.

If you feel that this is the role for you, and you are successful with your application, be ready to be

Bold ,

Empowered ,

Accountable , and ready to have

Fun

in a fast paced and agile working environment.

Responsibilities include but are not limited to:

Lead and manage the Incident Management team :

Define, implement, and monitor the Incident Management process in accordance with best practices and established ITIL guidelines. Provide coaching and mentorship to team members, ensuring they have the skills and knowledge to handle incidents effectively.

Oversee Major Incident Response:

Establish clear escalation procedures and ensure timely action is taken on all reported incidents. Prioritize incidents based on urgency and business impact, coordinating resources and directing efforts towards swift resolution.

Facilitate effective communication:

Maintain clear and concise communication with stakeholders, including IT leadership, business units, and affected users, throughout the incident lifecycle. Provide regular updates on progress and anticipated resolution timelines.

Monitor and track incident progress:

Utilize incident management tools to track the status of all open incidents, ensuring resolution within established timeframes and minimizing business disruption.

Develop and maintain incident response documentation:

Create and maintain clear, concise, and up-to-date incident response procedures and escalation guidelines. Ensure all team members are familiar with the documentation and adhere to established protocols.

Conduct post-incident reviews:

Analyze resolved incidents to identify root causes, trends, and recurring issues. Develop and implement corrective actions and preventative measures to minimize the likelihood of future occurrences.

Collaborate with other IT teams:

Foster strong relationships with the Service Desk, Problem Management, Change Management, and other IT teams to ensure seamless incident resolution and prevent future occurrences. Engage and work closely with Vendors and external partners.

Stay informed about emerging trends and technologies:

Actively seek out and learn about new incident management tools, methodologies, and best practices. Share your knowledge and expertise with the team and contribute to the continuous improvement of the incident management process.

Qualifications:

Minimum 2 years of experience in IT incident or Major Incident Management.

Proven track record of successfully leading and motivating teams in fast-paced environments.

Strong understanding of IT infrastructure, systems, and troubleshooting methodologies.

Excellent communication and interpersonal skills, with the ability to communicate effectively under pressure.

Demonstrated analytical and problem-solving skills, identifying patterns and developing solutions.

Leadership experience with the ability to motivate and guide a team of incident responders.

Working knowledge of ticketing systems, monitoring tools, and other incident management tools.

Proven experience in implementing and managing ITIL-based incident management processes.

Experience with IT service management (ITSM) frameworks and methodologies, such as ITIL v4.

Experience with incident management tools, such as ServiceNow and Opsgenie.

Have a strong customer focus and commitment to quality with exceptional communication skills at the executive level, both written and verbal.

Understand customer impact and the ability to influence the momentum of incident response across multiple teams.

Experience with crisis management.

Familiarity with cloud technologies and distributed systems.

Excellent time management and organizational skills.

Excellent project management skills.

What do we Offer?

Insurance Plans (Medical/Life)

Pension/401K/RSP (country specific)

Competitive Bonus

Mobility Allowance

Tuition Reimbursement

Company Holidays

Employee Resource Groups

Volunteering time

And Many More.....

The Company is only considering applicants who are currently authorized to work in the country the position is based. AA/EOE/M/F/D/V

Actual pay is determined based on a number of job-related factors including skills, education, training, credentials, qualifications, scope and complexity of role responsibilities, geographic location, performance, and working conditions.

Other details

Job Family
External Helpdesk

Pay Type
Salary

Shelton, CT 06484, USA

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