Manager, Incident Response
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NBCUniversalIT Service Management
United States, East Coast time zoneFull-TimeManager
SalaryUSD 160000 - 165000 / year (bonus eligible)
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Job Details
- Experience
- 10+ years in Major Incident Management or similar ITSM roles; 8+ years managing a team.
- Required Skills
- Microsoft ExcelRESTful APIsServiceNowGenerative AI
Requirements
- 10+ years in Major Incident Management or similar ITSM roles.
- 8+ years managing a team.
- Strong practical ITIL/ITSM skill set with operational experience.
- Demonstrated knowledge of incident management practices, activities, techniques and tools.
- Technically fluent in modern AI tools (generative AI, predictive analytics, RPA).
- Foundational understanding of API integration with enterprise software.
- Proven ability to identify operational inefficiencies and implement data-driven solutions.
- Demonstrated experience managing 3rd parties and vendors within a Service Delivery infrastructure remit.
- Excellent communications and facilitation skills for outage calls and stakeholder updates.
- Experience with ServiceNow IT Service Management workflows.
- Proficiency with MS Office suite (PowerPoint, Excel) and collaboration tools (Teams, Slack).
Responsibilities
- Manage the delivery of the Major Incident Management function, hands on as required.
- Manage the Major Incident Team Leads and offshore team to ensure internal SLOs are met.
- Ensure restoration of normal service operations as quickly as possible to minimize the impact on business operations.
- Define, manage and ensure the delivery of clear communication strategies for major incidents.
- Analyze workflows to identify operational bottlenecks and recommend targeted AI or machine learning solutions.
- Identify and implement continual service improvement opportunities across ITSM and AIOps functions.
- Serve as the escalation point for Major Incident functions and incidents.
- Develop internal dashboards and reports on Major incidents for executive review.
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