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IT Incident Manager - Veterans Welcome

Company: Chipotle
Location: Denver
Posted on: April 11, 2018

Job Description:

IT Incident Manager (18005414) Description The IT Incident Manager is the main point of contact for all Priority 1 and Priority 2 incidents. S/He is responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations.
Main Accountabilities In addition to following Chipotle's policies and procedures, principal accountabilities include, but are not limited to:
Own and define the governance practices related to incident management; including but not limited to: communication, incident response team/war room coordination, root cause analysis, and reportingEstablish continuous process improvement cycles where the process, activities, roles and responsibilities, policies, procedures and support technology is reviewed and enhanced where applicableManage production incidents throughout their lifecycle to resolution in a 24/7/365 environment using the defined incident management processCoordinate and document all activities required to restore services to normal operations related to each individual incidentResolve Incidents within the specified Service Level Agreements/Operational Level AgreementsWork with Business Partners and IT Functional Managers to validate and appropriate notification lists are defined and managed based on configuration items in the CMDB; for current state and new technologyAct as Subject Matter Expert regarding CMDB CI configuration and assist IT Functional Managers as neededEnsure accurate and up to date information is being delivered to appropriate parties regarding active incidents: current behaviors, workarounds, impact, closure steps, etc.Own and define on-call practices for incident response team engagement; partner with IT Functional Managers to ensure buy in and adoption of on-call practicesDefine and report KPI data about on-call/incident response team membersLead root cause analysis discussions for P1 and P2 incidentsOwn and define handoff practices for future mitigation tasks: ensure completion of, tracking, and reporting on tasks that could potentially negatively impact production operationsPartner with the Service Desk Manager to gather and analyze metrics on incidents, as well as root cause analysis to identify trends and opportunity for improvements across the IT functionsManage communication incident methods including phone, e-mail, SMS, and ServiceNowPartner with organization communication team to ensure end user communication is drafted, properly approved, and sent on all P1 and P2 incidents. Manage and drive third parties to quick resolution of incidents and delivery of root cause analysis documentation.
Qualifications: Education/TrainingB.A./B.S. in MIS or Computer Science, or an equivalent in education and experience.
Knowledge/SkillsStrong team building skills and the ability to work effectively with colleagues and subordinatesDemonstrated ability to effectively lead and manage a team of IT professionals and specialistsAbility to handle conflict situations and make quick decisions while driving incident resolutionAbility to listen effectively and communicate with candor and honestyAbility to work effectively with colleagues and subordinatesAbility to acquire and evaluate dataAbility to triage problems in a practiced, measured, best practice Ability to prioritize work and manage a portfolio of tasks
Work ExperienceFamiliarity with Incident Management toolsFamiliarity with ITIL v3 FoundationsFamiliarity with ServiceNow a plusProven experience managing IT IncidentsThree (3) to Five (5) years of incident management experienceFive (5) to Seven (7) years of related experience in IT systems requiredDocumentation and project management experience required
Requirements Travel, Up to 10% Primary Location: Colorado - Denver - 9999 - Wynkoop-(09999) Work Location: 9999 - Wynkoop-(09999) 1401 Wynkoop Street Denver 80202

Keywords: Chipotle, Denver, IT Incident Manager - Veterans Welcome, Executive, Denver, Colorado

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