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Thermo Fisher Scientific - Raleigh, NC
posted 2 months ago
About the position
As a Major Incident Manager at Thermo Fisher Scientific, you will be responsible for managing critical incidents within the Information Technology team. Your role is crucial in ensuring that IT services operate smoothly and efficiently, driving the mission of the company forward. You will collaborate with various teams to restore services quickly, implement solutions, and uphold incident management standards, all while fostering an inclusive and innovative workplace.
Responsibilities
- Lead the response to major incidents to restore services as quickly as possible.
- Coordinate communication during incidents to keep all collaborators informed.
- Determine the root cause of incidents and work with relevant teams to implement solutions.
- Establish and uphold incident management procedures and standard methodologies.
- Strictly adhere to ITIL guidelines and other industry standards.
- Conduct post-incident reviews to identify improvement opportunities.
- Collaborate with cross-functional teams to develop and implement preventive measures.
- Provide regular updates and reports to senior management on incident trends and resolutions.
- Train and mentor staff on incident management processes and protocols.
- Be available for weekend on-call rotation and provide coverage for colleagues.
Requirements
- Proven experience in an IT service management role, specifically as an Incident Manager.
- Outstanding problem-solving and analytical skills.
- Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams.
- Expertise in ITIL or other relevant frameworks.
- Capability to work under pressure and prioritize multiple tasks in a fast-paced environment.
- A Bachelor's degree or equivalent experience in Information Technology, Computer Science, or a related field.
- Minimum of 2 years relevant experience with incident management tools and platforms.
- Demonstrated ability to lead and drive incident resolution efforts.
