Major Incident Manager

Life Technologies - Pittsburgh, PA

Full-time

Pittsburgh, PA

Miscellaneous Manufacturing

About the position

As a Major Incident Manager at Thermo Fisher Scientific Inc., you will be responsible for managing critical incidents within the Information Technology team. This role is essential for ensuring that IT services operate smoothly and efficiently, allowing the organization to thrive. You will lead incident response efforts, coordinate communication, and implement solutions to restore services quickly, all while adhering to industry standards and best practices.

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.