Major Incident Manager

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

Job summary

An established industry player is seeking a Major Incident Manager to oversee critical technology events and ensure their resolution aligns with quality and stability objectives. This role requires strong analytical and communication skills to manage incidents effectively, coordinate with cross-functional teams, and provide real-time updates to stakeholders. The ideal candidate will have a solid background in IT Service Management, experience with incident management tools, and a passion for continuous improvement. Join a dynamic team that values flexibility and employee wellness while making a significant impact on operational excellence.

Benefits

Flexible vacation policy

Paid holidays

Paid wellness hours

Bereavement leave

Parental leave

Qualifications

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

Responsibilities

• Manage high-impact technology events to resolution.
• Coordinate with teams to mitigate service interruptions.

Skills

Incident Management

Analytical Skills

Communication Skills

Technical Skills

Education

Bachelor's degree in Computer Science

Master's degree in related discipline

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:

• 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.

Qualifications:

Minimum:

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

• Experience managing major incident processes in complex environments, inclusive of drafting and distributing wide-scale 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, or participating in Post-Incident Reviews and maintaining accurate, detailed incident documentation (impact, resolution, timeline, lessons learned)
• ITIL v4 Foundations Certification.
• Experience in Organizational Communications.

USD 65,500.00 - 98,300.00 per year

Compensation:

Compensation includes a base salary of $65,500.00 - $98,300.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Benefits:

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.