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% Delivery and Execution - Leads configuration, debugging, and support for information technology solutions; Leads field and corporate rollouts of technology; Leads the stand up of necessary system software, hardware, and equipment (physical or virtual) to meet changing infrastructure needs; Creates and optimizes specifications for technology solutions; Produces and manages purchase requests for hardware and software; Leads development of test suites (functional, destructive, etc) to enable successful rapid deployment of infrastructure as code to production
• 15% Learning - Keeps abreast of innovations and industry trends as well as changes to internal systems and determines how they impacts tools, training, and support necessary to keep systems up, running, and secure; Participates in and contributes to learning activities around modern systems engineering core practices (communities of practice); Proactively views articles, tutorials, and videos to learn about new technologies and best practices being used within other technology organizations
• 30% Planning and Analysis - Researches and analyzes business trends and behavioral data to identify strategic opportunities for improvements and new initiatives; Leads the evaluation, development, and recommendation of specific strategic technology to provide cost-effective solutions that meet THD requirements; Researches and designs best fit infrastructure, network, database, cloud, AI, and security architectures for products; Proactively creates and maintains infrastructure as code and AI models for continuous improvement; Participates in strategic project planning and management across multiple efforts; Develops formal training courses
• 30% Support and Enablement - Collaborates with product and project teams to understand needs and enable them with infrastructure; Supports technology architecture design review efforts for project and product teams; Leverages tooling and custom applications to monitor the operational status of applications, infrastructure, networks, databases, and security; optimizes and tunes performance as appropriate; Drives root cause analysis, debugging, support, and post-mortem analysis for security incidents and service interruptions; Maintains, upgrades, and supports existing systems and infrastructure to ensure operational stability; Acts as a vendor liaison, owning resourcing, issue management, and documentation; Leads the production of in-house documentation around solutions; Provides application support for software running in production; Acts as a mentor to more junior Systems Engineers; Drives converting KB articles into AI models; Drives changes to analytic models used to analyze performance

Direct Manager/Direct Reports:

• This position typically reports to Systems Engineer Manager or Sr Manager
• This position typically has 0 Direct Reports

Travel Requirements:

• No travel required.

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.

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:

• Action Oriented
• Being Resilient
• Business Insights
• Global Perspective
• Manages Ambiguity
• Nimble Learning
• Self-Development
• Collaborates
• Cultivates Innovation
• Optimizes Work Processes
• Situational Adaptability
• Communicates Effectively
• Drives Results
• Interpersonal Savvy