IT Factory Incident Project Manager

Rivian•Normal, IL

2d•Onsite

About The Position

The Incident Manager is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers. Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption. Works closely with the other incident managers, problem managers and SRE to identify and minimize the cause/effect relationships between incidents, changes and problems.

Requirements

1 year of experience supporting Relativity or 1 year of experience in technical operational/support role(s), or involved in Incident Management and/or Problem Management
Extremely organized, attention to detail, great with time management
Strong interpersonal and communication skills with ability to effectively communicate, build advocacy and negotiate at all levels and translate technical terms into business impact with both internal and external customers.
Ability to work under pressure in a fast paced environment
Flexibility to accommodate off hours conversation or work with local and international offices
Customer Service, Information Technology (IT) Services, IT Service Management (ITSM), Process Improvements, Project Management, Risk Management, Service Level Agreement (SLA), Service Levels, Services Management, Vendor Management.
Ticketing systems (e.g., Jira, ServiceNow)

Responsibilities

Executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers.
Driving the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption.
Coordinating root cause analysis meetings.
Working closely with other incident managers/owners, to drive meetings to identify and minimize the cause/effect relationships between incidents, changes and problems.
Efficiently managing P1/P2 Incident lifecycle via execution of the Major Incident Management process tasks and coordination of process activities, documentation and communication across internal and external stakeholders throughout the workflow.
Coordinating, facilitating, and communicating across teams/resources across multiple channels to drive resolutions.
Documenting the complete incident timeline.
Conducting data analysis and providing input regarding incident/major incident trends.
Driving completion of action items generated by the incident investigation process.
Staying current with emerging trends and best practices in service management.
Working with other team members to give input to and support our other incident and problem management processes.
Completing ad-hoc and ongoing projects on an as-needed basis.