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Enterprise Major Incident Manager

2 months ago

Carrollton, Texas, United States Cencora Full time
About the Role

Cencora is seeking a highly skilled Enterprise Major Incident Manager to join our team. As a key member of our incident management team, you will be responsible for ensuring the smooth operation of our IT services and resolving major incidents in a timely and effective manner.

Key Responsibilities
  • Serve as a point of contact for all major incidents and work closely with the Major Incident and Problem Senior Management team.
  • Consult with incident submitters to clarify problem descriptions and impact, and escalate incident submissions to appropriate teams and leadership as needed.
  • Establish major incident cases as necessary and create and maintain all case notifications within target service level agreements.
  • Monitor major incident queue for submissions in scope of incident management team and facilitate and participate in major incident conference calls independently.
  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated service level agreements or operational level agreements.
  • Author and maintain documentation related to major incident activities, including knowledge base articles, method of procedures, transition documentation, and standard operating procedures.
  • Participate in root cause analysis activities and participate in incident review meetings following major incidents.
  • Facilitate technical calls across platforms and drive progress.
Requirements
  • Bachelor's or Master's degree in Computer Science, Information Systems, Business Administration, or other related field.
  • Typically has five (5) or more years of IT and business/industry work experience, with knowledge of one process/service.
  • Minimum of seven (7) years customer service experience.
  • Minimum of three (3) years IT or customer service leadership experience.
  • Requires demonstrated ability to launch and deliver one or more IT projects on time and within budget.
  • Well-versed with ITILv4 and ITSM.
  • Demonstrates good judgment under pressure and works well in a multi-tasking environment.
  • Effective customer relationship building skills and uses creative solutions to exceed customer expectations.
  • Exceptionally strong analytical and problem-solving skills.
  • A technical background or the capacity to understand complex technical issues is required.
  • Strong written and verbal communication skills.
  • Ability to understand the work environment and complete priorities in conjunction with developing/meeting goals.
  • Ability to see the 'big picture' and prioritize accordingly.
  • Advanced analytical and problem-solving skills to evaluate business problems and apply technical system application knowledge to identify appropriate solutions.
  • Excellent interpersonal skills and effective team player.
  • Ability to write non-technical and technical root cause analysis documents.
  • Excellent customer service skills.
  • Excellent decision-making skills.
About Cencora

Cencora is a company that provides equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or membership in any other class protected by federal, state, or local law.

The company's continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited, and all matters related to recruiting, training, compensation, benefits, promotions, and transfers comply with equal opportunity principles and are non-discriminatory.