Position Purpose:

The Major Incident Manager role operates as a full-scope Incident Manager, executing the same responsibilities and meeting the same performance expectations as other members of the team. As our organization has significantly expanded its operational scope—resulting in a four- to fivefold increase in incident volume and the added responsibility of tracking all business-impacting incidents, this role has become critical to maintaining program effectiveness. This model depends on experienced leadership to scale successfully. In addition to these core responsibilities, this resource will serve as Program Manager for Enterprise Problem SME efforts, owning the tracking and coordination of all Major Incident Problem Records, and acts as the designated secondary lead for Major Incident BPMs. Their contributions are essential to sustaining operational continuity and delivering against leadership expectations for this expanded program.

Key Responsibilities:

• 25% Support & Enablement:
• Participates in advanced troubleshooting and drives resolution
• Interfaces with business stakeholders and IT teams to elicit problem details
• Addresses technical issues both synchronously and asynchronously; escalates accordingly
• 30% Delivery & Execution:
• Provides after hours, overnight, and weekend on-call support
• Documents, reviews and ensures that all quality and change control standards are met
• Provides advanced support for VP level and above
• Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate
• Develops requirements and specifications for project and product lifecycles
• Identifies diagnostic utilities to aid in troubleshooting
• Researches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolution
• Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor
• Identifies process and systems improvements that drive quality within the team
• Acts as a role model for maintaining relationships with site leadership
• 5% Administration & Operations:
• Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordingly
• Evaluates documented resolutions and analyzes trends to prevent future problems
• 40% Learning:
• Produces and updates content for knowledge base articles and training for product support team
• Guides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this task
• Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task
• Analyze information to determine areas for further training and coaching
• Researches and incorporates pertinent product update information in alignment with current trends

Direct Manager/Direct Reports:

• Typically reports to the Product Support Manager or Sr. Manager.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must be legally permitted to work in the United States

Preferred Qualifications:

• 3-5 years of Incident Manager experience (not incident response)

• Deep understanding and working knowledge of ITIL

• Advanced level of Problem Record Management

• Working understanding of Optic

• Highly proficient in- Teams, Slack, Gemini, Copilot, PagerDuty, Tableau  and the MS office suite

• Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 3

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Customer Focus: Building strong customer relationships and delivering customer-centric solutions
• Decision Quality: Making good and timely decisions that keep the organization moving forward
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
• Manages Conflict: Handling conflict situations effectively, with a minimum of noise
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
• Resourcefulness: Securing and deploying resources effectively and efficiently
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations