at CDW LLC in Vernon Hills, Illinois, United States
Job Description
Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We're also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.
The Sr Major Incident Manager II focuses on facilitating incidents for critical applications. The scope of this role will also include a focus on continuous improvement of configuration, incident, problem, change, and service level management activities. The goal is to restore service to our Users, Stakeholders, and Customers as quickly as possible. The Incident Management team is a 24x7 organization and the Incident Manager works a variety of tasks related to monitoring, incident facilitation and communication. An Incident Manager will be expected to handle complex incident detection/situations and provides guidance/coaching to junior team members. The Incident Manager prioritizes systems/applications reliability work using service level objectives (SLOs) to measure the performance of supported applications, cloud, system, or services based on service level indicators (SLIs), which measure the service level provided to customers. The Incident Manager is also experienced in MIM (Major Incident Management) processes, monitoring tools, has a technical background in infrastructure, with ITSM tools and can identify big picture patterns / multi-application incidents and can drive technical questions during an incident. The Incident Manager will have strong technical knowledge, excellent communication skills, and the ability to thrive in a high-pressure environment.
What you will do:
Monitor system management consoles and respond to alerts.
Facilitate Major Incident conference calls independently performing multiple roles including, Situation Leader, Scribe and Communications,
Facilitates trouble-shooting efforts, Liaison between Crisis team and leadership, Drives for resolution by engaging the right technical teams for high complexity Incidents.
Identify and assign tasks to technical resources.
Monitor and track the technical response effort.
For High-Risk Changes, performs impact and risk analysis to ensure the risks/impacts to customers and services are thoroughly understood and to ensure that appropriate actions have been planned to minimize both the risk of failure and the impact on customers.
Leads incident management lifecycle, including assembling the relevant stakeholders, assisting work towards the root cause, and ensuring senior IT leadership is apprised of progress and recommendations for closure.
Work with Technology first level support teams to understand the impact of an incident and prioritize response appropriately.
Facilitate incident activities and ensure communications and escalations occur within agreed guidelines.
Leads (high impact) business services restoration via coordinated incident bridges across the organization and external partners.
Complete any assigned project work or tasks, with a view to improving existing processes, capabilities and seek out automation opportunities.
Partner with Technology Change Manager on ascertaining risks of up-coming changes.
Manage, monitor, and ensure SLA's/SLO's are achieved by internal teams and 3rd party business partners.
Contribute to the development and enhancement of incident management processes, ensuring alignment with industry best practices and organizational objectives.
Leads ITIL Incident Management processes, providing day to day guidance to other Operations Analysts related to the process.
Performs detailed analysis of process compliance across all of IT and works to continually improve the maturity and adoption of ITIL and ITSM processes within Technology.
Develop procedures for incident management, metric and measure creation, management, and administration of monitoring tools.
Accountable for the overall process efficiency and effectiveness
Leads and ensures the design of the Incident Management process aligns with the business and industry best practices.
Possess strong technical knowledge across various IT domains, enabling effective evaluation and resolution of complex incidents.
Analyze incident data to identify trends, recurring issues, and potential areas for improvement in systems, processes, or procedures
What we expect of you:
Bachelor's Degree in IT, Business Management or a related discipline preferred.
7 years of overall service management experience.
Prior Major Incident Management experience, with experience of directly managing critical and complex IT Incidents.
Experience and knowledge of change management principles, methodologies, and tools.
Experience with root cause... For full info follow application link.
CDW is an affirmative action/equal opportunity employer committed to a diverse and inclusive workplace.
