Major Incident Manager

Cox; College Park (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. This pivotal role involves managing high-impact incidents, coordinating with cross-functional teams, and ensuring effective communication throughout the organization. The ideal candidate will have a strong background in IT Service Management and hands-on experience with incident management tools. You'll play a key role in maintaining service quality and stability while participating in continuous improvement efforts. Join a dynamic team that values innovation and excellence in technology operations.

Benefits

Flexible paid time off

Wellness hours

Additional leave options

Qualifications

• 2+ years in IT Operations with IT Service Management activities.
• Experience managing major incident processes in complex environments.

Responsibilities

• Manage high-impact incidents ensuring alignment with quality objectives.
• Coordinate with teams to mitigate service interruptions and lead incident responses.

Skills

IT Service Management

Incident Management

Analytical Skills

Communication Skills

Technical Leadership

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:

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 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, or a master's degree with similar experience, or 6 years' experience in IT Operations performing IT Service Management activities.
2. Experience managing major incident processes in complex environments, including drafting and distributing executive summaries regarding major incidents.
3. Experience leading high-priority, cross-functional technical bridges and coordinating incident responses across infrastructure, application, and support teams.
4. Hands-on experience with incident management and communication tools such as ServiceNow, PagerDuty, or equivalents.

Preferred:

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

Compensation and Benefits:

The salary range is USD 65,500.00 - 98,300.00 per year, variable based on location, skills, and experience. Benefits include flexible paid time off, holidays, wellness hours, and additional leave options. Applicants must be authorized to work in the United States without sponsorship.