Major Incident Manager

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

Job summary

An established industry player is seeking a Major Incident Manager to lead the resolution of high-impact technology events. This pivotal role requires leveraging analytical and technical skills to ensure quality and stability across services. The successful candidate will manage critical incidents, coordinate with cross-functional teams, and communicate effectively with stakeholders. With a focus on continuous improvement and governance, this position offers a dynamic work environment where your contributions will directly impact operational excellence. Join a forward-thinking company that values flexibility and employee well-being, with competitive compensation and comprehensive benefits.

Benefits

Flexible vacation policies

Paid holidays

Paid wellness leave

Additional leave options (bereavement, voting, etc.)

Qualifications

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

Responsibilities

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

Skills

IT Service Management

Incident Management

Analytical Skills

Communication Skills

Technical Skills

Education

Bachelor's degree in Computer Science

Master's degree in a 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:

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:

1. Bachelor's degree in Computer Science or a related discipline and 2 years' experience in IT Operations performing IT Service Management activities.
2. Alternatively, 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.
3. Experience managing major incident processes in complex environments, including drafting and distributing executive communications regarding major incidents.
4. Experience leading high-priority, cross-functional technical bridges and coordinating incident response across infrastructure, application, and support teams.
5. Hands-on experience with incident management and communication tools such as ServiceNow, PagerDuty, or similar platforms.

Preferred:

1. Proven experience managing comprehensive major incident processes and tools.
2. Experience overseeing major technology events in complex settings, including drafting and distributing executive communications.
3. Experience participating in Post-Incident Reviews and maintaining detailed incident documentation.
4. ITIL v4 Foundations Certification.
5. Experience in Organizational Communications.

Compensation:

USD 65,500.00 - 98,300.00 per year. Compensation includes a base salary within this range, potentially varying based on location and candidate qualifications. Additional incentives may apply.

Benefits:

The company offers flexible vacation policies, paid holidays, up to 160 hours of paid wellness leave annually, and additional leave options such as bereavement, voting, jury duty, volunteer, military, and parental leave.

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