Major Incident Manager

Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an outstanding strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.

How Will You Make an Impact?

In support of IT service restoration for the Global enterprise, the Major Incident Manager (MIM) will initiate and lead Major Incident conference calls in response to critical business impacting IT outages.

Candidate must be willing and able to participate in a regular weekend on-call rotation with other team members, and may be asked to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc.

What will you do?
Key Responsibilities

During the Major Incident Conference Call the MIM will:

• Assess business impact using sound customer facing judgment.

• Instill confidence in senior business and IT leadership throughout the call by maintaining a sense of urgency toward impact mitigation while remaining calm, positive, and customer focused.

• Provide verbal and written business impact updates to senior business and IT leadership.

• Collect all Major Incident details and update all necessary documents and databases in real-time.

The following behaviors are expected of all individuals in the MIM team:

• Establish and maintain effective customer relationships.

• Act with timeliness in meeting customer needs.

• Exhibit excellent listening skills.

• State opinions in a way that encourages dialogue.

• Seek information and input from subordinates, peers, manager, and senior leaders.

• Understanding of metrics for the MIM process and use metrics to measure results.

• Find opportunities to improve performance.

• Generate innovative solutions and assist in delivery of prescribed goals to a standard of excellence.

• Seek out opportunities for personal development.

• Handle priorities effectively.

How will you get here?
Knowledge, Skills, Abilities

• Bachelor Degree preferred in any discipline, preferably in Information Technology or Computer studies. In lieu of degree, relevant experience is acceptable.

• Relevant background in project management will be an advantage

• 2-3 years of relevant experience in Incident Management preferred

• Ability and desire to lead the implementation of business continuity and technical solutions to IT problems in dynamic, high-pressure situations.

• Delivers complex messages/subject matter in a style that is appropriate for a broad audience.

• Excellent verbal and written communication skills and the ability to interact professionally with a globally diverse group of executives, managers, and subject matter experts.

• Developed ability for public speaking, and relaying business critical information to senior leadership on demand.

• 2-3 years of experience and continued desire to engage and interact with internal community.

• Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into IT operational improvements.

• Self-Motivated. Able to work largely unsupervised and see tasks through to completion without regular follow-up

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.