Major Incident Manager

Job Description

Rockwell is looking for an energetic, influential IT professional that can lead a team of highly technical IT support team members through troubleshooting and resolution of major incidents. The IT Major Incident Manager is the primary point of contact to manage high priority incidents and problems from identification through resolution. This position supports the customer-centric view including delivering on service level agreements and the objective of timely, relevant communication to customers. The IT Major Incident Manager is responsible for leading the coordination of major IT incidents, engaging technical and business resources as necessary. Primary responsibilities include chairing major incident management bridge calls, driving a sense of urgency with the support teams and sending executive communications to IT leadership and customers. The IT Major Incident Manager will drive continuous improvement activities in both the Major Incident Management process and the root-cause analysis process that succeeds every major incident. This position will work with the investigation team and Problem Management team to identify corrective and preventative actions and measures. The IT Major Incident Manager will act as an escalation point for the support teams, IT leadership and our business partners with a focus of minimizing business disruption and reducing time to resolve.

Key responsibilities:

- Major Incident Command - initiate and manage bridge calls to drive incident resolution as quickly as possible
- Provide status updates to IT leadership and customers on current IT issues and actions being taken
- Lead/participate in post-mortem investigations after each major incident
- Facilitate daily operations calls to provide review of major incidents, emergency changes, upcoming production changes, and activities potentially impacting IT services
- Establish and cultivate relationships with stakeholders to create and support the incident and problem management processes
- Define and advance opportunities to improve incident and problem management to optimize performance and cost
- Analyze incident trend data to identify and eliminate root causes
- Focus on continuous improvement of the incident and problem management process, including inputs from and outputs to other IT processes
- Generate KPI reports to measure success of the critical incident process, trend analysis reports of recurring critical incidents, monthly metrics on outages and critical incidents, and other reports as required
- Act as an escalation point for the support teams, IT leadership or business partners
- Work closely with management to implement initiatives that will improve process effectiveness and our customer experience
- Willing to be on-call in a rotation with other Incident Managers, to cover any major incidents off-hours, on the weekends or for vacation coverage
- Perform other duties as assigned to support IT Service Management

Experience/Skills Required:

- Bachelor’s Degree in IT, MIS, or related field
- Demonstrated leadership skills in managing tasks across multiple teams including vendors and managed service providers
- ITIL Foundations V3 or V4 Certification
- Equivalent work experience with a total of 3-5 years managing IT incidents, changes, or problems or similar role in a global organization
- Knowledge of IT Operations and key systems
- Demonstrated ability to communicate complicated IT issues to IT users, non-IT end users and executive leadership. Must possess excellent communication skills.
- Knowledge of IT Operations and key systemsExperience/Skills Desired:

- Lean IT Six-Sigma Certifications
- ServiceNow or other ITSM tool experience
- Experience with Agile SAFE Methodology