Major Incident and Problem Manager

What We'll Bring

What You'll Bring

Key Responsibilities:

• Incident Management:
• The primary function of a Principal Major Incident Manager is to direct Subject Matter Experts (SMEs) and Service(s) leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders, and end users updated.
• Responsible to escalate to service teams, senior management, and exec leaders to ensure appropriate awareness, engagement, and focus.
• Produces accurate and timely communications tailored to relevant audiences (Senior Leaders and internal Stakeholders).
• Build and evolve the practice of Incident Management across GTDA, developing processes and systems to leverage the related metrics to identify and drive process and procedural improvements globally.
• Problem Management:
• Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.
• Conducts major problem investigations, driving the identification of root causes and ensuring the implementation of permanent fixes.
• Collaborates with DevOps and SRE teams to analyze incident trends, identifying patterns and underlying issues to prevent future incidents.
• Drives the implementation of problem management best practices and continuous improvement initiatives across the organization.
• Utilizes root cause analysis methods and frameworks such as the Five Whys, Fishbone (Ishikawa) Diagrams, Failure Modes and Effects Analysis (FMEA), and Kepner-Tregoe Problem Analysis.
• General Responsibilities:
• Applies ITIL (Information Technology Infrastructure Library) best practices for incident problem management to ensure systematic and structured processes.
• Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies.
  

Qualifications

Impact You'll Make:

• Bachelor’s degree or higher in Computer Science / Information Systems or a related field / work environment.
• Strong leadership, project planning, communication, and execution skills with the ability to lead by influence rather than reporting line during and after Major Incidents that have the potential for significant business impact, remaining calm, professional, and focused in high-pressure situations.
• Ability to communicate complex technical issues clearly and effectively to non-technical stakeholders and executive leadership.
• Strong proficiency and experience in technical troubleshooting, with broad expertise in core infrastructure technologies both cloud and on-premise (e.g. server, compute, storage, network, authentication, databases).
• Understanding of cloud-native tools and architectures, such as Kubernetes, Docker, and microservices
• Familiarity with Site Reliability Engineering (SRE) principals and practices, including service level indicators, service level objectives, and error budgets.
• Experience with monitoring and observability tools like Prometheus, Grafana, or Splunk to track system performance and identify issues.
• Knowledge of IaC tools like Terraform, CloudFormation, or Ansible
• Expert with root cause analysis methods and frameworks such as the Five Whys, Fishbone (Ishikawa) Diagrams, FMEA, and Kepner-Tregoe Problem Analysis.
• Experienced user of a trouble ticketing system (BMC Remedy, JIRA Service Management, or similar).
  

Requirements

• Flexibility to work within a “Follow the Sun” global shift ROTA, covering local daytime hours, including holidays and weekends, on a rotational basis.
• Ability to be “on-call” as part of an on-call rotation shared across all team members.