Major Incident Manager - InfoPeople
Sandy Springs, GA
About the Job
Essential Knowledge, Experience & Qualifications:
Key Responsibilities:
- Bachelor's degree in Computer Science or a related field, or equivalent professional experience in information technology operations.
- At least five years of experience in performing IT service management activities.
- Experience managing major incident processes.
- Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications
- Strong understanding of industry best practices and tools for incident management.
- Excellent analytical, technical, facilitation, and written communication skills.
- Capability to work effectively within a team-based environment.
- Proficient in self-directed learning regarding documented processes and incident management tools to advance personal development.
- Adept at managing complex and time-sensitive tasks.
- Keen attention to detail for effective communication and post-incident analysis.
- Ability to consistently and comfortably collaborate closely with executives and senior leadership.
- Proven experience managing comprehensive major incident processes and tools.
- Proven experience overseeing major technology events in complex settings, including drafting and distributing broad executive summary communications.
- ITIL v4 Foundations Certification.
- Experience in Organizational Communications.
Key Responsibilities:
- Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with the quality and stability objectives for Cox Automotive Technology's services across all Cox Automotive products.
- Play a pivotal role in process management including service strategy setting, service design, transitioning services to production, operations, and continuous improvement.
- Coordinate with infrastructure and delivery teams to mitigate unplanned events or service interruptions, assess scope and impact, assign priority ratings, and lead efforts to reduce production impacts.
- Engage leadership and provide timely updates.
- Utilize a blend of analytical, technical, and communication skills effectively in a team-based setting.
- Communicate the customer/business/technical impact, status, and resolution to internal stakeholders in real-time.
- Ensure timely and accurate documentation of incident timelines, scopes/impacts, resolutions, and other quantifiable properties for record-keeping and post-incident reviews.
- Oversee the Incident Management Process governance.
- Provide governance and administrative support for Leadership paging and Incident Communication tools.
- Participate in a scheduled work shift and rotating on-call rotation to maintain 24x7x365 coverage.
- Manage the inventory of organizational knowledge assets.
Source : InfoPeople
