Major Incident Manager

Cox; Atlanta (GA); On-site; USD 65,000 - 99,000; Full time

Job summary

An established industry player is seeking a Major Incident Manager to handle critical technology events efficiently. This role is vital for maintaining quality, stability, and security across various services. The ideal candidate will leverage their analytical and communication skills to manage incidents, coordinate cross-functional teams, and ensure timely resolutions. With a focus on continuous improvement, you will oversee incident management processes and contribute to a culture of excellence. Join a dynamic team that values innovation and offers competitive compensation and benefits, including flexible paid vacation and wellness leave.

Benefits

Flexible paid vacation

Paid wellness leave

Paid holidays

Paid time off for bereavement

Paid time off for voting

Paid time off for jury duty

Paid time off for military leave

Paid parental leave

Qualifications

• 2 years' experience in IT Operations performing IT Service Management activities.
• Experience managing major incident processes in complex environments.

Responsibilities

• Manage high-impact events to resolution, ensuring alignment with quality objectives.
• Coordinate with teams to mitigate unplanned events and lead incident response.

Skills

IT Service Management

Incident Management

Analytical Skills

Communication Skills

Education

Bachelor's degree in Computer Science

Master's degree in related field

Tools

ServiceNow

PagerDuty

Job description

The Major Incident Manager (MIM) leverages 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 Cox Automotive.

Key Responsibilities:

1. 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.
2. Play a pivotal role in process management including service strategy setting, service design, transitioning services to production, operations, and continuous improvement.
3. 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.
4. Engage leadership and provide timely updates.
5. Utilize a blend of analytical, technical, and communication skills effectively in a team-based setting.
6. Communicate the customer/business/technical impact, status, and resolution to internal stakeholders in real-time.
7. Ensure timely and accurate documentation of incident timelines, scopes/impacts, resolutions, and other properties for record-keeping and post-incident reviews.
8. Oversee the Incident Management Process governance.
9. Provide governance and administrative support for Leadership paging and Incident Communication tools.
10. Participate in scheduled work shifts and rotating on-call rotations to maintain 24x7x365 coverage.
11. Manage the inventory of organizational knowledge assets.

Qualifications:

Minimum:

• Bachelor's degree in Computer Science or a related discipline and 2 years' experience in IT Operations performing IT Service Management activities. The right candidate could also have a different combination, such as a master's degree with up to 2 years' experience, or 6 years' experience in IT Operations performing IT Service Management activities.

• Experience managing major incident processes in complex environments, including drafting and distributing executive summary communications regarding major incidents.
• Experience leading high-priority, cross-functional technical bridges and coordinating incident response across infrastructure, application, and support teams.
• Hands-on experience using incident management and communication tools, such as ServiceNow, PagerDuty, or equivalent platforms.

Preferred:

• 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.
• Experience conducting, contributing to, or participating in Post-Incident Reviews and maintaining detailed incident documentation.
• ITIL v4 Foundations Certification.
• Experience in Organizational Communications.

Compensation and Benefits:

The salary range is USD 65,500.00 - 98,300.00 per year, based on location, skills, and experience. Additional compensation such as incentives may be available.

The company offers flexible paid vacation, seven paid holidays, up to 160 hours of paid wellness leave annually, and other paid time off including bereavement, voting, jury duty, volunteer, military, and parental leave.

Additional Requirements:

Applicants must be authorized to work in the United States without sponsorship.