major incident manager I

Starbucks Coffee Company•Seattle, WA

1d•Onsite

About The Position

Provides 247 global support of critical systems in a rotating on-call environment Ensures timely, clear communication regarding service disruptions with the appropriate stakeholders Coordinate support efforts through incident command & control bridge Ensures incidents that are not immediately resolved are appropriately escalated to service owner Responsible for the Incident Escalation process, content and results Contributes in the development of key performance indicators (KPIs) evaluating the service for effectiveness and efficiency All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances. [CM1] or 1(888) 611-2258. Excellent verbal & written communication and listening skills. Ability to create accurate, concise correspondence, develop and conduct presentations Strong proven interpersonal skills & able to work well with people at all levels Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future problems Familiar with incident management processes Foundation level knowledge of server operating systems, networking, firewalls, databases, storage, virtual infrastructure technologies, and application technologies. Intellectually inquisitive nature with the ability to be open minded to varying opinions Responsible, conscientious, and possess a passion for excellence - positive “can do” attitude Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved Available for on-call coverage 24X7, to support off-hours work as required, including weekends and Holidays and fluctuates with staffing Available to work nights and weekends on a rotating schedule Good understanding of corporate IT policies, procedures, and standards Knowledge of Incident, Problem, Change, and Knowledge Management practices Knowledge of the IT strategies, customers, and services provided Knowledge of service analysis tools Puts the Customer First: Has a relentless focus on the customer. Understands what the customer wants and how to best deliver the experience. Creates a team environment that is positive and productive. Leads Courageously: Takes personal responsibility to do the right thing, and persists in times of challenge or uncertainty. Adapts quickly to change and makes timely, thoughtful decisions. Develops Continuously: Continuously seek opportunities to improve self and others. Leads with trust, honesty and commitment to hire, coach and develop partners to achieve their potential. Achieves Results: Understands what drives overall business success and is accountable to prioritize and deliver quality results. Demonstrates knowledge of core products and processes to get results. Anticipates obstacles and takes action to prevent or minimize their impact. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. You will also have access to backup care and DACA reimbursement. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above. The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. We believe we do our best work when we're together, which is why we're onsite four days a week.

Requirements

Excellent verbal & written communication and listening skills
Ability to create accurate, concise correspondence, develop and conduct presentations
Strong proven interpersonal skills & able to work well with people at all levels
Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future problems
Familiar with incident management processes
Foundation level knowledge of server operating systems, networking, firewalls, databases, storage, virtual infrastructure technologies, and application technologies.
Intellectually inquisitive nature with the ability to be open minded to varying opinions
Responsible, conscientious, and possess a passion for excellence - positive “can do” attitude
Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved
Available for on-call coverage 24X7, to support off-hours work as required, including weekends and Holidays and fluctuates with staffing
Available to work nights and weekends on a rotating schedule
Good understanding of corporate IT policies, procedures, and standards
Knowledge of Incident, Problem, Change, and Knowledge Management practices
Knowledge of the IT strategies, customers, and services provided
Knowledge of service analysis tools

Responsibilities

Provides 247 global support of critical systems in a rotating on-call environment
Ensures timely, clear communication regarding service disruptions with the appropriate stakeholders
Coordinate support efforts through incident command & control bridge
Ensures incidents that are not immediately resolved are appropriately escalated to service owner
Responsible for the Incident Escalation process, content and results
Contributes in the development of key performance indicators (KPIs) evaluating the service for effectiveness and efficiency

Benefits

Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year.
You will also have access to backup care and DACA reimbursement.
This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative.
If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above.
For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.

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