Major Incident Manager (1349747)

We are seeking a Major Incident Manager (MIM) who has experience leveraging industry best practices and tools to handle all high and critical business-impacting technology events, ensuring they are resolved efficiently. This role supports the goals of quality, stability, and security for Enterprise Operations' services across the Company.

Top 5 Must Haves:

1. Experience managing major incident processes.
2. Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications
3. Strong understanding of industry best practices and tools for incident management.
4. Excellent analytical, technical, facilitation, and written communication skills.
5. Proficient in self-directed learning regarding documented processes and incident management tools to advance personal development.

This position is located in Atlanta, GA and requires local candidates to commute to the office from time to time.  You must be a US Citizen or Green Card holder to be considered.  No sponsorship or transfer of visas are available. 

Key Responsibilities:

• Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with the quality and stability objectives for the Company's Technology's services across all Company's 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.

Essential Knowledge, Experience & Qualifications:

• 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.

Desirable Knowledge, Experience & Qualifications:

• 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.