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Senior Manager of Major Incident Management

1 month ago

Quincy, Massachusetts, United States Peapod Digital Labs Full time

Job Summary:

The Senior Manager of Major Incident Management will lead a team of ITIL Certified Major Incident Managers to drive the complete lifecycle of all major incidents for the organization.

This leader is responsible for the assurance and execution of timely response of all major incidents, facilitates the team as the liaison for all Crisis Management events, ensures timely and focused assimilation of the necessary teams on a major incident event bridge and drives timely resolution across any teams necessary to provide rapid resolution of major incidents.

This leader ensures all proper communication is timely, complete, and accurate for all necessary stakeholders in the organization including facilitating all Executive level communications needed for all necessary Officers in the organization.

Key Responsibilities:

  • Leads and drives the best in class practices for a mature major incident management response team
  • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the major incident management process
  • Leads the team for a proper rapid response for all major incidents and ensure the team is facilitating the proper practices of execution of major incidents
  • Leads the proper communication lifecycle of all major incidents to ensure timely and accurate communication through the proper defined channels and includes the proper communication to the senior most executives in the organization following MIM best practices
  • Leads the team for consultation with Executive Leadership (CIO, CTO, SVP, VP, etc) for decision guidance, as necessary
  • Leads the coordination efforts with the Service Desk(s), Command Center, Service Delivery, suppliers, Application and Infrastructure support teams as needed for proper execution and coordination of a major incident
  • Executes the practice of major incident management as needed with their team
  • Leads the team to governing, monitoring, and assessing proper ITIL standards are executed and continually maintained
  • Identifies trends and anticipate problems in the environment and work with various IT functions to implement preventative measures
  • Drives and defines the continuous improvement of our supplier performance and partners with IT Operations on ways of working improvements for improved business outcome

Requirements:

  • Associates Degree in Computer Science, Computer Information Systems, Information Technology, Information Systems, or related field or comparable experience
  • Minimum 7 years IT experience
  • Required to have Major Incident Management experience with any mid or large size organization
  • ITIL Certified v4 foundations
  • Experience developing and maintaining policies, procedures, standards, and guidelines
  • Solid understanding IT infrastructure and applications operations
  • Strong analytical and presentation skills
  • Strong leadership skills including the ability to interact with personnel, build strong relationships at all levels and understand business imperatives
  • Excellent written and verbal communication skills; ability to communicate up, down, and across the business
  • Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure
  • Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies