Senior IT Major Incident Manager

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world.  As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
 

** Day Shift, 8 hours a day Monday - Friday

Position Purpose: Assists with the overall IT service catalog and enterprise-wide effectiveness and efficiency of the firm's IT service operations. Helps to ensure high levels of service and performance targets are maintained. Assists with all aspects of service management for the organization's IT support services, including planning, developing, and maintaining the IT service management function. Focuses on the major IT service management system and event management tools, as well as its respective maintenance, configuration, integration, and management strategies.

• Facilitates and leads active major incident calls as a Senior Major Incident Manager (MIM) for the Business Technology Solutions organization, ensuring timely and effective response to service-impacting events
• Serves as the single point of contact for all stakeholders involved in major incidents, including service owners, technical teams, vendors, customers, and senior leadership
• Drives incident resolution by promoting active triage participation, tracking task ownership, issuing stakeholder communications, and documenting key timeline entries and follow-up actions for post-incident reporting
• Develops strategy and plan for the approach on service operations, and the implementation and development of policies and procedures to ensure consistent high levels of quality and availability
• Oversees the planning, hosting, and deployment of key operational activities for IT service and support teams to reduce service volume activity, decrease unexpected network impact activity and ensure consistent response practices
• Supervises operational activities such as batch processing, backup/recovery jobs, system health checks, system reboots, user account management, system patching, etc. as per standard operating procedures
• Oversees ITSM and enterprise event management tools and their respective maintenance, configuration, integration, and strategies
• Manages all system events processing leading to incident notification, problem identification and escalation management according to predefined protocols
• Provides leadership, technical guidance and coaching to analysts executing service operations
• Maintains service cost model for service operations
• Supports the technology leadership in developing budget projections based on short- and long-term goals and objectives
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: A Bachelor's degree in a quantitative or business field (e.g., statistics, mathematics, engineering, computer science) and Requires 4 – 6 years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Technical Skills:

One or more of the following skills are desired.

• Knowledge of IT Service Management (ITSM), Enterprise Service Management (ESM), relevant network systems, ITIL framework and practices

Soft Skills:

• Seeks to acquire knowledge in area of specialty
• Ability to identify basic problems and procedural irregularities, collect data, establish facts, and draw valid conclusions
• Ability to work independently
• Demonstrated analytical skills
• Demonstrated project management skills
• Demonstrates a high level of accuracy, even under pressure
• Intermediate - Demonstrates excellent judgment and decision making skills

License/Certification:

• ITIL Foundations 4 preferred

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status.  Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act