intermediate systems analyst- incident response (Nashville, TN)

Job Summary and Mission 

The Major Incident Manager I is a dedicated resource, in the 24x7 Starbucks Technology Operations Center, performing the Starbucks Major Incident Management function. This position contributes to Starbucks success by ensuring that service/business impacting information technology incidents and/or high risk production incidents across the enterprise are managed consistently and effectively in adherence to the major incident processes and procedures. This role is assigned to the coordination, escalation, communication and resolution of service disruptions, as well as trend identification and the related efforts to prevent or minimize service disruption. An effective Major Incident Manager I will be able to collaborate with technical teams and the Service Desk to minimize time to resolution, as well as coordinate timely communication with Starbucks Technology stakeholders and leaders. Models and acts in accordance with Starbucks guiding principles.

The ideal candidate is knowledgeable with ITSM and is experienced in IT Incident Management processes with a proven track record to resolve critical impacting Incidents affecting IT services.  They have 2 or more years’ experience working with ITSM processes in a large multi-regional company. They can collaborate quickly with multiple levels of management and be technical enough to collaborate with other technical subject matter experts.  

Summary of Key Responsibilities 

Major Incident Support:
•    Provides 24*7 global support of critical systems in a rotating on-call environment
•    Ensures timely, clear communication regarding service disruptions with the appropriate stakeholders
•    Coordinate support efforts through incident command & control bridge
•    Scribe & record all details and timeline of key elements during Incident Management bridge calls
•    Adhere to incident processes and procedures
•    Interfaces with other processes ensuring resources are sufficient and properly allocated
•    Ensures incidents that are not immediately resolved are appropriately escalated to service owner

Incident Process:
•    Responsible for the Incident Escalation process, content and results
•    Updates documentation, process, guidelines, and creates new process documentation
•    Reviews proposed tool enhancements for best practice applications
•    Undertake Continual Service Improvement activities

Create, Maintain and Report KPIs:
•    Contributes in the development of  key performance indicators (KPIs) evaluating the service for effectiveness and efficiency
•    Identifies and reports Incident trends and progress
 

Summary of Experience                 
1-2+ years of relevant IT experience
1+ years of facilitating major incident / crisis bridge lines (preferred)

Required Knowledge, Skills and Abilities 
•    Excellent verbal & written communication and listening skills. Ability to create accurate, concise correspondence, develop and conduct presentations
•    Strong proven interpersonal skills & able to work well with people at all levels
•    Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future problems
•    Familiar with incident management processes
•    Foundation level knowledge of server operating systems, networking, firewalls, databases, storage, virtual infrastructure technologies, and application technologies.
•    Intellectually inquisitive nature with the ability to be open minded to varying opinions
•    Responsible, conscientious, and possess a passion for excellence - positive “can do” attitude
•    Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved
•    Available for on-call coverage 24X7, to support off-hours work as required, including weekends and Holidays and fluctuates with staffing
•    Available to work nights and weekends on a rotating schedule
•    Good understanding of corporate IT policies, procedures, and standards
•    Knowledge of Incident, Problem, Change, and Knowledge Management practices
•    Knowledge of the IT strategies, customers, and services provided
•    Knowledge of service analysis tools