Deliver business value through Right and Fast partnership

This position will be primarily responsible for providing end-to-end ownership of priority incidents, (from detection to resolution) affecting IT operations. This role combines technical expertise with strategic leadership including management of our Business Recovery Managers (BRMs), as well as accountability for both the follow through with Incidents, Problem, Change, and Knowledge Management as well as proactive prevention/avoidance of new incident occurrence. This role is part of the IT Operations Excellence team and includes driving the communication and collaboration activities across the various IT Service towers in conjunction with the SBG business customers and Business Critical sites, to optimize IT operations.

Key Responsibilities

o Own and drive the oversight of priority incidents in real-time, end-to-end throughout entire lifecycle
o Functional Leadership: Provide matrix leadership and coaching to Business Recovery Managers (BRMs), ensuring adherence to best practices in incident response.
o Correlate alerts to outages and critical services
o Ensure stakeholder communication o Facilitate coordination of technical teams
o Hold technical teams accountable for progress and communication o Support and direct technical teams regarding action prioritization, status responses and alternatives during troubleshooting and service restoration
o Operational awareness including familiarity with planned changes and activities in the operational environment
o Understand and challenge test and backup plans for emergency changes
o Ensures consistency in data recorded and leveraged in ServiceNow •
Strategic Oversight & Continuous Improvement
o Evaluate performance against SLAs & KPIs
o Conduct comprehensive post-incident reviews, including root cause analysis and lessons learned sessions to prevent recurrence.
o Prioritize and monitor implementation of follow-up actions with Problem Management and Knowledge Management practices
o Lead Ops Review call with key stakeholders (Service Towers and SBG business partners)
o Develop, implement, and continuously improve automated workflows and monitoring systems to enhance incident detection, triage, resolution, and reporting processes. •

• Routinely scans for trending/potential issues, engage appropriate resources and proactively work to minimize impact.
• Collaborate with Change, Problem and Digitization teams operationally and strategically to improve the processes holistically.
• Utilize advanced analytics and reporting platforms to identify trends and patterns in incidents, enabling proactive measures to mitigate potential issues before they escalate.
• Actively participate in ITSM leadership meetings and collaborate with Service Owners and business partners optimize IT Operation.

YOU MUST HAVE

• People management experience.
• A bachelor's degree in Information Technology, Computer Science or related discipline is preferred
• Minimum of 7 years of IT Service Delivery within a large, global IT organization
• Exceptional experience in understanding data trends, analytics and translating findings to all levels of leadership.
• Excellent oral, written and collaborative communication skills, including executive level communications
• Demonstrated experience in Microsoft Tools, with exceptional working knowledge of Excel, Tableau, etc.
• Experience running operations across at least two distinct IT services is a must
• Capacity planning, performance optimization experience is a must
• Experience with supporting mission critical IT operations is a must
• Strong understanding of ServiceNow reporting, ITSM functions or any other ticketing platform
• Demonstrated ability to work under pressure
• Experience presenting to and communicating with Executives
• Ability to work in an operational shift schedules, including on-call on weekends and holidays as escalations demand

WE VALUE

• Travel approximately 15%
• The ability to partner effectively across IT teams, suppliers and business customers on cross-functional issues and process improvements.
• The ability to translate business issues / requirements and objectives into technical solutions
• Strong knowledge of IT business processes and practices
• Skilled in partnering with internal customers at all levels to define problems, identify solutions, and facilitate change
• Skilled or proven ability to analyze complex problems and break them down into logical, actionable parts
• Strong interpersonal skills - exceptional coaching, negotiating, effective listening, and teaming
• Self-motivated, demonstrated bias for action
• The ability to be a change agent and promotes positive change in the organization

Additional Information

• JOB ID: HRD262974
• Category: Information Technology
• Relocation Tier: Not Applicable
• Security Clearance:
• Aviation Authority (FAA for US):
• Band: 04
• Referral Bonus: 20000
• Requisition Type: Standard Requisition
• US Citizenship:
• FLSA Statement:
• FLSA CODE: Exempt