Major Incident Manager – IT Operations

Rivian; Normal (IL); On-site; USD 71,000 - 89,000; Full time

Benefits offered by this job

Benefits package

401(k) Plan

Employee Stock Purchase Program

Paid time off

Job summary

Rivian in Normal, IL is seeking an Incident Manager to lead major incident workflow from identification to resolution and root cause analysis, coordinating with SRE, problem managers and other incident managers to minimize impact on customers and the business.

As a full-time role reporting to the MFG Systems Support Manager, you will document timelines, drive action items, analyze incident trends, and participate in ongoing process improvements while supporting off-hour coverage for cross-site

Qualifications

• 1 year of experience supporting Relativity or 1 year in technical operational/support role(s), or involved in Incident Management and/or Problem Management.
• Extremely organized, attention to detail, great with time management.
• Strong interpersonal and communication skills with ability to effectively communicate, build advocacy and negotiate at all levels and translate technical terms into business impact with both internal and external customers.
• Ability to work under pressure in a fast paced environment.
• Flexibility to accommodate off hours conversation or work with local and international offices.
• Ticketing systems (e.g., Jira, ServiceNow).

Responsibilities

• The Incident Manager is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers.
• Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption.
• Coordinate root cause analysis meetings.
• Works closely with the other incident managers/owners, to drive the meetings to identify and minimize the cause/effect relationships between incidents, changes and problems
• Efficiently manage P1/P2 Incident lifecycle via execution of the Major Incident Management process tasks and coordination of process activities, documentation and communication across internal and external stakeholders throughout the workflow.
• Coordinate, facilitate, communicate across teams/resources across multiple channels to drive resolutions.
• Responsible for documenting the complete incident timeline.
• Conduct data analysis and provide input regarding incident/major incident trends.
• Drive completion of action items generated by the incident investigation process.
• Stay current with emerging trends and best practices in service management.
• Work with other team members to give input to and support our other incident and problem management processes.
• Complete ad-hoc and ongoing projects on an as-needed basis.

Skills

Incident Management

Problem Management

Communication

Time Management

Tools

Jira

ServiceNow

Job description

Rivian in Normal, IL is seeking an Incident Manager to lead major incident workflow from identification to resolution and root cause analysis, coordinating with SRE, problem managers and other incident managers to minimize impact on customers and the business.

As a full-time role reporting to the MFG Systems Support Manager, you will document timelines, drive action items, analyze incident trends, and participate in ongoing process improvements while supporting off-hour coverage for cross-site