Major Incident Manager-Managed Services

Fueled by our shared passion and expertise, CDW delivers innovative technology solutions for our customers. We're also committed to fostering an environment that embraces collaboration, celebrates integrity, inclusivity, and individuality, and paves the path for personal and professional growth. Experience a life in balance and join us on the journey forward.

The Managed Services Major Incident Manager (MIM) is responsible for overseeing and managing major incidents within our managed services operations. The MIM's primary focus is on minimizing the impact of critical incidents on our customers' business operations and ensuring the swift resolution of service disruptions. MIM's play a critical role in coordinating cross-functional teams, implementing incident response protocols, and driving continuous improvement to prevent future incidents. Strong leadership skills, technical expertise, and the ability to handle high-pressure situations are essential in ensuring swift incident resolution to maintain customer satisfaction.

What you will do:

• Serve as the primary point of contact and escalation for major incidents impacting our managed services.
• Quickly assess the severity and impact of incidents, initiating appropriate response and resolution efforts.
• Coordinate and lead cross-functional teams, including technical support, operations, and engineering, to effectively manage incidents.
• Ensure timely and accurate communication to stakeholders, including customers, internal teams, and senior management, regarding incident status, updates, and resolution progress.
• Implement and maintain incident management processes, procedures, and best practices to facilitate efficient and effective incident resolution.
• Drive the identification and implementation of immediate actions to mitigate the impact of incidents.
• Facilitate technical troubleshooting and collaborate with subject matter experts to identify root causes and implement permanent fixes.
• Monitor and track incident resolution progress, ensuring adherence to agreed-upon SLAs (Service Level Agreements) and escalation processes.
• Conducts post-incident reviews and root cause analyses to identify areas for improvement in incident response and resolution.
• Collaborate with relevant teams to implement corrective actions and preventative measures to mitigate the risk of future incidents.
• Drive problem management efforts to identify recurring incidents, determine underlying causes, and develop long-term solutions.
• Foster a culture of continuous improvement, promoting proactive incident management and knowledge sharing across the organization.
• Maintain strong relationships with internal teams, customers, and vendors to facilitate effective incident management.
• Act as a trusted advisor to customers during major incidents, providing regular updates, managing expectations, and addressing concerns.
• Collaborate with customer success teams to ensure clear and consistent communication throughout the incident lifecycle.
• Advocate for customer needs and priorities, ensuring a customer-centric approach to incident management.
• Maintain comprehensive incident records, including incident details, resolution actions, and lessons learned.
• Generate incident reports and metrics to provide insights into incident trends, performance, and areas for improvement.
• Contribute to the development and maintenance of incident management documentation, including runbooks, standard operating procedures, and knowledge base articles

What we expect of you:

• Bachelor's degree in computer science, information technology or related field or equivalent experience.
• 3 years of proven experience in crisis or incident management preferably within a Managed Service or IT operations environment.
• Excellent problem-solving and decision-making skills, with the ability to think quickly and handle high-pressure situations.
• Strong leadership and communication skills, with the ability to effectively coordinate and guide cross-functional teams.
• Proactive and decisive problem-solving abilities, with a strong sense of urgency and attention to detail.
• Demonstrated experience in coordinating and leading cross-functional teams during critical incidents.
• Familiarity with incident management frameworks and methodologies (e.g., ITIL).
• Strong analytical and data interpretation skills.
• Ability to prioritize and manage multiple incidents simultaneously.
• Exceptional written and verbal communication skills.
• Experience participating in root cause analysis and driving process improvement initiatives.
• Proven ability of delivering outstanding customer service.
• Ability to work and build relationships in a virtual team environment across multiple time zones.
• Exceptional organization skills.
• Availability to participate in on-call rotations and respond to incidents outside of regular business hours, if required.
• Strong understanding of Managed Services or IT, a plus.
• ITIL Foundation Certification in IT Service Management, a plus.
• ServiceNow ITSM System experience, a plus.
• 5 years' experience of relevant incident or crisis management, a plus.

About us:
We make technology work so people can do great things.
CDW is a Fortune 500 technology solutions provider to business, government, education, and healthcare organizations across the globe. At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're your long-term, full-stack, full-lifecycle technology partner. We have the experience, expertise, scale, relationships, and deep industry knowledge to bring just about any vision to life. Together, we can deliver the full promise of what technology can do. Together, we Make Amazing Happen.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.