Manager IT Operations Major Incidents (MIM)

Burlington Coat Factory Corporation • Edgewater Park, NJ

45d • Onsite

About The Position

The Manager IT Operations - Major Incidents is responsible for ensuring the stability and visibility of Burlington's business-critical systems during high-impact outages. This role leads the end-to-end Major Incident Management (MIM) process-from detection through resolution and communication-driving speed, clarity, and accountability across all IT domains, including stores, corporate offices, and distribution centers. This hands-on role demands operational command, sound judgment under pressure, and the ability to translate complex technical issues into clear, business-focused updates for leadership. The Major Incident Manager partners with IT Operations, Infrastructure, Application Support, and ServiceNow teams to reduce mean time to restore (MTTR), prevent recurrence, and continuously improve incident-handling maturity.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 15+ years in IT Operations or Service Management, with at least 8 years focused on major incident or service delivery coordination.
• Proven experience leading high-impact incident bridges under pressure.
• Demonstrated ability to collaborate across technical and business teams for rapid recovery and clear communication.
• Strong background in ServiceNow, enterprise monitoring tools (e.g., SolarWinds, Nagios, Datadog), and structured communication frameworks (e.g., Red/Green Bar).
• Deep understanding of ITIL processes, especially Incident, Problem, and Change Management.
• Calm, structured, and decisive under pressure.
• Exceptional communication and facilitation skills, with the ability to brief executives in real time.
• Proven track record of driving process maturity and accountability post-incident.
• Strong analytical mindset with a focus on patterns, recurrence, and systemic risk.
• Skilled at balancing technical depth with business clarity.
• Capable of managing multiple concurrent incidents in a 24x7 environment.

Nice To Haves

• ITIL Foundation or higher certification.
• Experience in retail or other 24x7 multi-site environments.
• Familiarity with monitoring and automation platforms (e.g., Dynatrace, UC4, NetBackup).
• Exposure to problem and risk management in Fortune 500 environments.

Responsibilities

• Lead all major incident bridges, coordinating cross-functional technical teams and driving structured triage.
• Ensure clear documentation of root cause, business impact, and resolution steps throughout the incident lifecycle.
• Serve as the single point of accountability for communication and escalation during critical events.
• Collaborate with Service Desk and IT Operations for seamless transitions between detection, response, and closure.
• Own SLA-driven Red/Green Bar communications, ensuring timely, accurate, and audience-specific updates.
• Maintain targeted distribution lists for Stores, Corporate, and DC functions.
• Ensure every major incident includes a concise impact summary, resolution details, and preventive recommendations.
• Produce executive summaries and weekly MIM reports with trend analysis and insights.
• Facilitate post-incident reviews to identify technical and process gaps.
• Partner with Problem Management to document root causes, track remediation actions, and ensure sustainable fixes.
• Enforce linkage of incidents to related PRBs in ServiceNow and monitor follow-through.
• Maintain and evolve the Major Incident Management process in alignment with ITIL best practices.
• Define and update SLAs, escalation paths, and communication templates.
• Conduct regular training for Operations and IT teams to ensure consistent execution.
• Align incident thresholds and criteria with IT leadership across all domains.
• Track and analyze key metrics: incident volume, duration, MTTR, SLA adherence, and recurrence.
• Identify patterns and recommend improvements to reduce incident frequency and impact.
• Present insights during monthly operational reviews and quarterly service reports.

Benefits

• You will enjoy competitive wages, flexible hours, and an associate discount.
• Burlington's benefits package includes medical, dental and vision coverage including life and disability insurance.
• Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan.
• We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Number of Employees: 5,001-10,000 employees