Lead Incident Manager

Shop Trulieve•Monroe, LA

1d•Remote

About The Position

If you have an interest in being part of one of the fastest growing industries in the nation in you may consider wanting to work for Trulieve! If you have a desire to help others in need through your efforts, this may be the role for you! At Trulieve, we strive to bring our patients the relief they need in a product they can trust. Our plants are hand-grown in an environment specially designed to reduce unwanted chemicals and pests, keeping the process as natural as possible at every turn. Our products are designed to alleviate seizures, severe and persistent muscle spasms, pain, nausea, loss of appetite, and other symptoms associated with serious medical conditions such as cancer. Our specially trained staff works hand-in-hand with physicians to provide the right products and the correct dosage to ensure patients get the compassionate care they need. To learn more about our company, please visit our website; https://www.trulieve.com Requisition ID: 17086 Remote Work Available: Yes Position : Lead Incident Manager Location : Remote/East Coast, United States Department : IT Infrastructure Reports to : IT Service Management (ITSM) Leader Job Summary : The Lead Incident Manager (LIM) is at the forefront of managing critical outages and Severity 1 and 2 incidents that impact on our business's Ecommerce, ERP (Enterprise Resource Planning), and all vital systems to ensure uninterrupted operations. The LIM is responsible for leading and facilitating the major incident process, and he/she acts as the single point of contact for all parties involved in the incident, including technical experts, vendors, customers, and leadership. The LIM coordinates the incident response, communication, escalation, resolution, and post-incident review activities to ensure that the incident is managed effectively and efficiently. As an integral member of the IT Service Management Team, this role is central to preserving the operational integrity of our company's critical systems and demands a professional with a keen sense of urgency, the ability to take control during outages, and drive towards swift resolution while keeping key stakeholders informed. The LIM will be instrumental in maintaining our company's reputation for reliability and customer satisfaction.

Requirements

Strong analytical and problem-solving abilities.
Excellent organizational and multitasking capabilities.
Ability to collaborate effectively with IT teams and stakeholders.
Proficiency in incident management software and communication tools.
Proven experience as a Major Incident Manager or in a similar role within a large enterprise environment.
In-depth knowledge of IT service management and incident management processes.
Exceptional leadership, coordination, and communication skills.
Capacity to work under pressure and manage high-severity incidents effectively.
Familiarity with Ecommerce and POS platforms and the critical systems that support business operations.
Experience with ITSM tools and incident tracking systems.
Strong leadership and decision-making skills.
Possess a record of successfully managing major incidents in a high-stakes environment.
Proficiency in IT Service Management (ITSM).
Proficiency in incident response and reporting, infrastructure, metrics, production environments, managing technical issues, client-facing solutions, and a working knowledge of network operations.

Nice To Haves

Experience in dealing with high-pressure situations, including direct communication with Executive and C Suite level audiences, is highly desirable.

Responsibilities

Plan, lead, and coordinate all activities involved in the incident management process for major incidents, including SWAT Call/War Room commencement, triage, communications, and third-party escalations, ensuring rapid resolution to minimize business impact.
Establish and oversee communication channels, such as conference bridges and war rooms, during incidents.
Demonstrate a proactive, assertive, and decisive approach during major incidents; assume responsibility of the War Room and drive solutions without waiting for direction.
Ensure effective communication and coordination with technical teams, management, vendor partners, and key stakeholders throughout the incident lifecycle.
Establish and manage a Major Incident Team (MIT) to ensure efficient incident resolution.
Responsible for the escalation of major incidents to IT teams, Senior and Executive Leadership, and external partners to ensure appropriate awareness, engagement, and focus.
Ensure publication of accurate and timely initial and subsequent communications (Tech Comms and Microsoft Team Chat updates) regarding incident status, impact (if known), interim solution/workaround, resolution, etc. to relevant audiences (Senior and Executive Leadership, internal Stakeholders, and Facilities/Retail).
Schedule and facilitate Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.
Ensure a Root Cause Analysis (RCA) is conducted, the appropriate RCA documentation is published, and applicable Problem/Defect Incident tickets are generated and resolved.
Establish and evaluate high-level service and infrastructure dashboards and address identified anomalies.
Identify opportunities and takes ownership for automation and/or continuous improvement of Major Incident Management process steps and best practices.
Develop, maintain, and enforce incident management policies, procedures, documentation, and metrics.