Incident Manager/Coordinator

Incident Manager/Coordinator

Location – Presently remote but need to relocate post COVID situation

Responsibilities

  • Formulate, implement, orchestrate and innovate technologies, processes and procedures for Technology Incident recovery and remediation
  • Provide Service Recovery oversight and governance to Technical Support teams with the goal of preventing or mitigating service impact to our Clients and Colleagues.
  • Oversee and control of all Major Incidents and the provision of a full end-to-end Major Incident Service Governance. This includes management of MIH channels and conference calls, facilitating service recovery, gathering required support teams, handling escalations, issuing communications and preparing executive communications.
  • Establish and govern the proactive element with a goal of identifying and capture preventative actions via a robust problem management process through resolution and root cause. This will service restoration.
  • Build and maintain of stakeholder relationships with all key incident management partners from across the organization such as Restaurant Operations leads, Franchise Technology Partners, Application Support functions and Global Technology Infrastructure Services teams.
  • Point of contact for all Incident escalations, through management of Incidents, direct escalations, Team Mailbox and in-person escalations.
  • Ensure escalations are dealt with via the MIM process and accountable owner is assigned to progress via Standard Incident Management.
  • Enhance the MIM and Problem processes- development maintenance and oversight of the MIM and Problem Management processes
  • Explore opportunities for maximizing IT Service to achieve full efficiency and ROI from company resources
  • Ensure IT compliance with guidelines, obligations, and service level agreements
  • Generate, distribute, & review IT Service Quality and Availability management reports

Basic Qualifications

  • Bachelor's or master's degree in computer science, information systems, business administration or related field, or equivalent work experience
  • Minimum of ten (10) years of IT / business experience
  • Minimum of five (2-5) years of management experience

Minimum of five (2) years of leadership responsibility in managing multiple, large, cross-functional teams or projects and influencing senior-level management and key stakeholders

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