Major Incident Response Manager, SP-Support Command Center

About the role

The Command Center manages support teams focused on incident management and internal customer support, aligning with global peers to serve local and global customers. This role is a Program Manager position within the SP-Support team, which works with software development and product teams to deliver scalable solutions worldwide, and collaborates with Command Center Incident Management specialists and leadership. It suits people with an incident/problem management background who are detail-driven and strong problem solvers.

Key responsibilities

• Manage the lifecycle of all problem types, prevent incidents, minimize the impact of unavoidable ones, and develop workarounds and final solutions for known errors.
• Perform trend analysis of important services and historical incidents.
• Identify, record and investigate problems, find root causes and prevent recurrences.
• Submit change requests to change management and create tasks for problem resolution.
• Escalate problems to higher expertise where needed, integrate with change and incident management, and close problems after analyzing historical data.
• Interact with project sponsors, incident managers and multiple development teams to define and deliver complex features.
• Manage customer expectations, resolve conflicts between selling partners and service teams, and track and mitigate issues and risks.
• Create, maintain and share project information with stakeholders, clarify commitments and set up accountability chains.

Required profile

• 2+ years of program or project management experience.
• 3+ years of incident management, major incident response or technical operations center experience.
• 2+ years coordinating cross-functional teams during high-severity, service-impacting events such as incident bridges, escalation management and executive communications.
• Bachelor's degree or equivalent professional experience; fluent English.
• Able to work a flexible schedule including weekends, nights and holidays as part of a 24/7 on-call rotation.

Preferred qualifications

• Knowledge of Lean principles and DMAIC methodology.
• Experience with MS Access and SQL, and writing detailed requirements documents.
• Experience with Microsoft Project and material handling systems (MHS).
• Experience in an analytical, cross-functional environment.