Top 5 Must Haves: • Experience managing major incident processes. • Experience handling major technology events in complex environments, inclusive of drafting and distributing wide-scale executive summary communications • Strong understanding of industry best practices and tools for incident management. • Excellent analytical, technical, facilitation, and written communication skills. • Proficient in self-directed learning regarding documented processes and incident management tools to advance personal development.
The Major Incident Manager (MIM) leverages industry best practices and tools to handle all high and critical business-impacting technology events, ensuring they are resolved efficiently. This role supports the goals of quality, stability, and security for Enterprise Operations' services across Cox Automotive.
Key Responsibilities: • Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with the quality and stability objectives for Cox Automotive Technology's services across all Cox Automotive products. • Play a pivotal role in process management including service strategy setting, service design, transitioning services to production, operations, and continuous improvement. • Coordinate with infrastructure and delivery teams to mitigate unplanned events or service interruptions, assess scope and impact, assign priority ratings, and lead efforts to reduce production impacts. • Oversee the Incident Management Process governance. • Provide governance and administrative support for Leadership paging and Incident Communication tools. • Participate in a scheduled work shift and rotating on-call rotation to maintain 24x7x365 coverage. • Manage the inventory of organizational knowledge assets.