Senior Manager - Service Restoration

RESPONSIBILITIES:

Operations Management

• Focal point for incident escalations through hotlines, MS Teams channels, Team mailbox and in-person escalations
• Ensure escalations are dealt with or that an accountable owner is assigned to manage the issue
• Accountable for the management of MCIs during assigned shift. Adheres to the MCI process at all times throughout the lifecycle
• Accountable for the management of all Priority 1 and 2 incidents. Adhering to standard incident management processes at all times
• Validates MCI criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams
• Ensures that all documented MCI processes and work instructions are adhered to throughout the entire lifecycle of the MCI
• Accountable for meeting operations metrics
• Act as custodian of service, taking ownership of un-owned issues, maximizing potential to prevent escalations
• Will actively manage P3 and P4 incidents. Ensures all participating resources are adhering to all appropriate incident management processes
• Responsible for engagement and escalation to the relevant teams and SMEs as appropriate, ensuring correct level of focus is set in line with defined Escalation Matrix
• Facilitate and drive the recovery of the incident until service is restored
• Following service restoration, continue to drive progression of root cause investigations and identify all feasible preventative measures, to be documented and communicated.
• Initiate a review of alerting and monitoring capabilities and recommend improvements to reduce likelihood of major incident recurrence.
• Service Improvement Planning Continuously looking for ways to enhance service restoration performance
• Support planned works and major events such as DR Tests and changes to be deployed in Production

Stakeholder Management

• Act as the single point of control & coordination for all major incident recovery activities.
  
• Act as the primary point of contact for key stakeholders to the Mission Critical Incident Management process
• Issue concise and accurate communications detailing the status of the MCI recovery to stakeholders within defined timescales via appropriate channels
• Control information flow between the recovery teams, service owners, business representatives and executive stakeholders.
• Coordinates and communicates any change in Production to ensure stakeholder awareness with the goal of minimizing impact to operations
• Responsible creating reports, data analysis and visualizations for stakeholders.

People Management

• Demonstrate close alignment to Albertsons Values at all times throughout performance of all responsibilities
• Matrix management of people, processes and resources including third parties in resolving conflict to move forward to resolution
• Manage service restoration team members by re-assigning workloads and re scheduling non-urgent tasks
• Monitor attendance, punctuality and productivity of team members during assigned shift
• Track team performance and individual performance regularly
• Training / up-skilling of team Identify skills gaps and opportunities to strengthen the capabilities of the service restoration team. Recommends trainings and performs coaching to mitigate gaps
  

REQUIREMENTS:

• Requires 7+ years of working experience as an incident manager in a large, enterprise environment facilitating effectively high priority incident (HPI) calls.
• Must have a solid experience working with teams from different technical platforms and a working knowledge of automation and monitoring
• Bachelors degree in related field.
• In-depth knowledge and proven experience in trouble shooting, problem determination, root cause analysis and rapid problem resolution.
• Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles.
• Must possess strong leadership abilities and able to lead service restoration efforts through working with various groups across the organization.
• Strong communication skills required; written and oral communications.
• Demonstrates a high level of energy, results driven and able to work under pressure
• Has experience in handling line managers and large teams.

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