SR Major Incident Manager II

DescriptionBring your IT career and talents to CDW, where you can have a greater impact, be inspired by our mission and excited about your career and future.A Fortune 200 leader, we’re the driven professionals and technology experts companies turn to most to solve their IT challenges.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 effectivenessLeads 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 proceduresWhat we expect of you:Bachelor’s Degree and 7 years of overall service management experience, OR11 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 analysis and problem managementExperience with service level agreements (SLAs) and operational level agreements (OLAs)Understanding of fundamental technology concepts including hardware components, operating systems, software and applications, networking, types of servers (web, application, databases) and services.Experience in at least one of the following areas: mainframe, networking, middlewareProven experience in incident management, preferably in a technical or IT operations role.Proficiency in using incident management tools and related software.Expert understanding of ITIL frameworks related to incident management, applied at Enterprise scale.Demonstrated ability in exercising initiative to produce desired results and achieve objectives.Strong problem solving and deductive reasoning skills. Ability to adapt quickly, learn new processes and develop new skill sets, continuous learner.Proven experience of coaching, mentoring colleagues.Ability to communicate effectively with both technical and non-technical employees.Exceptional communication skills, with the ability to communicate effectively with multiple levels of management, including officers.Prior experience in an IT Production or Operational Support role, a plus\ITIL Foundation V3 / V4, a plusMajor Incident Management tool experience, preferably with ServiceNow MIM, a plusAutomation experience with ITSM processes (e.g., ServiceNow integration hub), a plusFamiliarity and certification on IT and business governance frameworks such as COBIT, PCI and SOX a plus.Affiliation with industry group a plus.Who we are:CDW is a leading technology solutions provider to business, government, education and healthcare organizations across the globe.Our fingerprints can be found on technology inworkplacesof more than 250,000companies;from fresh-faced start-ups to international conglomerates. With the breadth of products and services we offer, there is no request too big or too small.What you can expect from us: Culture, coworkers, careers.CDW is not only the People Who Get IT but the People who get People. Our relationships are fueled by our deep expertise and grounded in the CDW Way. Our empowering leadership makes things happen and inspires their teams to do the same. From the teammates beside us to the leaders who guide us, we move forward together. At CDW, you’ll work with people who inspire you. People with positive, success-driven attitudes who you will learn from and forge strong relationships with. Bring your best true self—and your best ideas—to CDW. Because diverse perspectives bring forth better problem solving—and better solutions for our customers on a rapidly evolving technology landscape.Equal Opportunity Employer, including disability and protected veteran statusBenefits overview: https://cdw.benefit-info.com/