IT Operations Incident Manager at Garmin International in Olathe, Kansas

Job Description:

Overview

We are seeking a full-time IT Operations Incident Manager in our Olathe, KS location. In this role, you will be responsible for providing management level oversight for Major IT & Security Incidents and driving conference bridge(s)/chat and managing communication for high priority incidents and service disruptions (severity 0, 1, or 2) in a 24x7 environment. This role will be a key player in a matrixed team that assists with guiding a team of incident response specialist who lead the end-to-end resolutions of critical task escalations from multiple sources; often with significant revenue, reputational, and/or regulatory risks to Garmin. The individual in this role must leverage a background working in the technology space and apply expertise in IT-related hands-on skills as well as project/program management and communication at a technical and executive level.

Essential Functions

• Leads the design/execution of the Incident Management process, aligning it with business goals and best practices, driving efficiency, and acting as Incident Commander to coordinate teams, mitigate risks, and ensure business continuity


• End to end ownership of major incidents with potential or actual business, financial, regulatory or reputational impact


• Monitors the effectiveness of the global incident management processes and makes recommendations for improvement as needed


• Keeps track of operational improvement areas and suggests process improvement opportunities to Service Owners


• Promotes/reinforces adherence to the process/policies associated with Incident Management


• Drives efficiency/effectiveness of the incident management process and procedures


• Drives restoration of impacted service while meeting the required service levels


• Monitors the resolution of incidents involving external Service Providers and ensures they are within the Service Level Agreement (SLA)


• Escalates Incidents at risk of breaching Service Level Agreement/Operational Level Agreement to higher leadership


• Publish notifications as well as regular updates for impacted Business contacts and Senior leadership consumption


• Responsible for analyzing incident trends, identifying repeat incidents, and determining where the application of problem-solving efforts will reap the biggest benefits for the organization


• Minimizes business impact of incidents, understands why incidents are occurring, diagnoses root causes and identifies the long-term fixes and workarounds to minimize impact and disruption to normal business activities

Basic Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Management Information Systems, or another relevant field AND a minimum of 3 years IT Security experience OR equivalent combination of education and experience


• Possess analytical skills and strong ability to maintain composure and remain diplomatic under highly stressful situations


• Demonstrates adequate familiarity with troubleshooting technical issues and infrastructure research tools


• Demonstrated ability to learn technical concepts independently


• Demonstrated strong and effective verbal, written, and interpersonal communication skills in a small team setting


• Ability to develop basic skills in analytical acumen: project management capabilities, teamwork, critical thinking, communication, continuous process improvement


• Must be detail-oriented and have the ability to work proactively and effectively with minimal supervision


• Ability to work off business hours and weekends as needed


• Ability to prioritize and multi-task independently in a flexible, fast paced and changing environment

Desired Qualifications

• Relevant experience as a Major/Critical Incident Manager.


• Willingness to acquire in-depth knowledge of network or application development technologies and products


• IT Operations related experience, in areas such as: incident analysis, incident handling, Major Incident Management, Problem Management, and Change Management


• Ability to work in a fast paced, dynamic environment


• Experience and/or training with enterprise IT systems


• Experience with an alert aggregation/management tool such as OpsGenie or PagerDuty


• Experience with monitoring tools such as App Dynamics, Splunk and Zabbix


• Industry certifications

Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age or disability.

This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits

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