Major Incident Process Owner

University of Texas Southwestern Medical Center • Dallas, TX

35d • Hybrid

About The Position

This position is responsible for the overall design, implementation, and governance of the Incident and Major Management practices. Responsible for designing effective standards, processes, policies and documenting workflows, procedures, and guidelines. Responsible for coordinating with various technical teams, communicating with stakeholders, and ensuring timely resolution of critical incidents to minimize impact on business operations. Further, this role will also coordinate with technical functional leaders to ensure business continuity and disaster recovery activities are documented, implemented, and tested. This position is eligible for a hybrid work schedule. Candidates must be in the Dallas/Ft. Worth metroplex or be willing to relocate.

Requirements

• Bachelor's Degree in Computer Science, IT, Business, or related field or relevant experience.
• 5 years proven experience as an Incident and/or Major Incident Manager, Process Owner or in a similar role within a SaaS or technology-driven environment.

Responsibilities

• Optimized process design to meet the desired results by establishing the procedures, creating process flow and determining the metrics to measure the performance.
• Works with the ITSM Center of Excellence (COE) to align Incident and Major Incident Management practices with business goals and ITIL best practices and ensure adherence to governance and compliance standards and policies.
• Works with IR Organization Change Management and Training Teams to develop and deliver awareness and training to stakeholders.
• Defines and identify key performance indicators (KPIs). Creates and enforces policies and procedures. Measures the effectiveness and performance of the Incident and Major Incident Management practices.
• Creates and updates reporting and reporting standards; communicates to various stakeholders and level of leadership. Holds weekly and/or monthly review meetings with appropriate stakeholders and business units.
• Acts as the Single Point of Contact for all Major Incidents across UTSW for the stakeholders.
• Collaborates and works with other ITIL/ITSM practices Process Owners, Service Owners, and Service Managers to ensure resolutions, integrated communications, and best practices.
• Maintains high levels of service quality and minimizes the impact of Incidents and Major Incidents on business operations.
• Focus on strategic planning and leads continuous improvement efforts of the Incident and Major Incident Management practices. Reviews existing and proposed plans for recoverability effectiveness and identify opportunities for improvement.
• Provides strategic direction and guidance for the process team.
• Coordinates and works as a team with Problem Management Process Owner for Root Cause Analysis (RCA) by conducting a review meeting with relevant stakeholders to identify the triggers for the Major Incidents, what caused them, and how to prevent them from happening in the future.
• Educate and train IT members in practices of technology risk disaster recovery planning.
• Performs other duties as assigned.

Benefits

• PPO medical plan, available day one at no cost for full-time employee-only coverage
• 100% coverage for preventive healthcare-no copay
• Paid Time Off, available day one
• Retirement Programs through the Teacher Retirement System of Texas (TRS)
• Paid Parental Leave Benefit
• Wellness programs
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF) Qualified Employer

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Educational Services
• Number of Employees: 5,001-10,000 employees