IT Incident Manager

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.

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 reporting

•Establish continuous process improvement cycles where the process, activities, roles and responsibilities, policies, procedures and support technology is reviewed and enhanced where applicable

•Manage production incidents throughout their lifecycle to resolution in a 24/7/365 environment using the defined incident management process

•Coordinate and document all activities required to restore services to normal operations related to each individual incident

•Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements

•Work 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 technology

•Act as Subject Matter Expert regarding CMDB CI configuration and assist IT Functional Managers as needed

•Ensure 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 practices

•Define and report KPI data about on-call/incident response team members

•Lead root cause analysis discussions for P1 and P2 incidents

•Own and define handoff practices for future mitigation tasks: ensure completion of, tracking, and reporting on tasks that could potentially negatively impact production operations

•Partner 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 functions

•Manage communication incident methods including phone, e-mail, SMS, and ServiceNow

•Partner 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.

•B.A./B.S. in MIS or Computer Science, or an equivalent in education and experience.

•Strong team building skills and the ability to work effectively with colleagues and subordinates

•Demonstrated ability to effectively lead and manage a team of IT professionals and specialists

•Ability to handle conflict situations and make quick decisions while driving incident resolution

•Ability to listen effectively and communicate with candor and honesty

•Ability to work effectively with colleagues and subordinates

•Ability to acquire and evaluate data

•Ability to triage problems in a practiced, measured, best practice

•Ability to prioritize work and manage a portfolio of tasks

•Familiarity with Incident Management tools

•Familiarity with ITIL v3 Foundations

•Familiarity with ServiceNow a plus

•Proven experience managing IT Incidents

•Three (3) to Five (5) years of incident management experience

•Five (5) to Seven (7) years of related experience in IT systems required

•Documentation and project management experience required

•Travel, Up to 10%