Major Incident Manager

Thermo Fisher Scientific - Pittsburgh, PA

Full-time - Mid Level

Pittsburgh, PA

Computer and Electronic Product Manufacturing

About the position

The Major Incident Manager at Thermo Fisher Scientific plays a crucial role in managing critical incidents within the Information Technology team. This position is responsible for ensuring the seamless operation of IT services, leading incident response efforts, and collaborating with various teams to implement effective solutions. The role emphasizes adherence to ITIL guidelines and aims to foster a culture of inclusivity and innovation within the 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.