This key role works closely with the Major Incident and Problem Senior Management to: Serve as a point of contact for all Major Incidents Consult with incident submitters to clarity problem description and impact Escalate incident submissions to appropriate teams and leadership as needed Establish Major Incident cases as necessary Create and maintain all case notifications within target service level agreements  Data entry into the Major Incident application tools to track all incidents Monitor Major Incident queue for submissions in scope of incident management team 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 but not limited to, Knowledge Base Articles, Method of Procedures, Transition documentation and Standard Operating Procedures Participate in Root Cause Analysis activities    Determines if an incident needs to be escalated according to priority and severity of issue Ensure that Incidents assigned are resolved and that service is restored Participate in Incident review following Major Incidents Escalate all issues and Incidents as per the guidelines Directly works with Tier 1 Support to ensure proper recording and escalation of incidents Performs related duties as assigned

The Enterprise Major Incident & Problem Management Engineer-II requires a Major Incident Commander, and someone with prior experience in IT technology experience as you will work daily with technical teams for proactive and reactive Major Incident and Problem Management. In this role you will constantly learn and must be curious as you must retain this and advise while ensuring forward direction of these calls.

• Drives and measures continuous process improvement and increased customer satisfaction

• May at times need to present to Senior Executive Mgmt. for visibility, transparency and awareness

• Measures service performance and implements improvements

• Ability to deal with critical customer situations, requests for major incident management and escalations in a professional and timely manner

• Directs the development and implementation of technologies/processes that make it easier for customers and vendors to do business with increase productively and high customer satisfaction

• Identifies and confirms performance problems and notifies Managers/Leaders

• Reviews service provider and N-Level Teams performance by monitoring reports to ensure internal SLA’s and OLA’s are met

• Serve as a point of contact for Major Incidents escalations/challenges

• Generates appropriate communication, process and educational plans for mitigating the disruption of change

• Provide advanced N-Level assessments and resolution on problems, working with vendors, IT partners and internal Business partners

• Leads and supports the design of multiple projects/work initiatives concurrently that impact the Major Incident Management Team

• Building and updating of Major Incident processes and documentation

• 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 but not limited to, Knowledge Base Articles, Method of Procedures, Transition documentation and Standard Operating Procedures

• Participate in Root Cause Analysis activities

• Participate in Incident review meetings following Major Incidents

• Facilitates technical calls across platforms and drives progress

• Bachelor’s or Master’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.

• 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 project(s) on time and within budget.

• Well versed with ITILv4 and ITSM

• Demonstrates good judgment under pressure, and works well in a multi-tasking.

• 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 completing 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, effective team player

• Ability to write non-technical and technical Root Cause Analysis documents

• Excellent customer service skills

• Excellent decision making skills

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. 

To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.

For details, visit https://www.virtualfairhub.com/cencora

Schedule

Full time

Affiliated Companies

Equal Employment Opportunity

Cencora is committed to providing 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.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned