What are the responsibilities and job description for the IT Incident & Problem Manager position at Chewy?
Our Opportunity:
We seek a highly motivated and confident IT Incident & Problem Manager who can take Command and Control of Major Incidents to be a part of our IT Service Delivery team located in either Dania Beach, FL, Minneapolis, MN or Boston, MA. The ideal candidate understands technology, process, people and can bring these elements together to drive the resolution of Major Incidents across the organization.
The IT Incident Manager will also be responsible for Problem Management and the development, execution, education, and continuous improvement of our IT infrastructure and our Service Management processes, focusing on Incident and Problem Management. You will be fundamental in maturing our Incident and Problem management processes and driving adoption and awareness across Chewy. When you are not managing Incidents, you will be providing support and guidance to all our technology teams to ensure effective proactive Problem management.
What You'll Do:
- Be part of the Team that owns the IT Incident and Problem Management functions across the organization
- Coordinate efforts across multiple IT teams to ensure an effective incident response capability
- Act as the central point of coordination and communication between the different technology teams for all Incidents and Problems
- Identify trends and potential issues and take a proactive approach to solve them
- Proactively escalate impacting events, establish and chair bridge conference calls, engage resolvers and coordinate the resolution
- Manage all Major Incidents and the process to drive the restoration of services quickly while minimizing the impact
- Manage the Problem Management process to prevent and reduce the number of reoccurring issues in the environment
- Facilitate incident Postmortems and Problem Management forums to drive root cause analysis and corrective actions
- Facilitate periodic process reviews and training events for those involved in the Incident and Problem management processes
- Establish metrics and reporting to create visibility into all Major Incidents and progress of open Problems for different audiences
- Ensure procedures fully documented and adopted across the IT organization
- Promote the Incident and Problem Management business value across the organization
- Update and maintain the processes and procedures to effectively track and manage all IT Incidents and Problems
What You'll Need:
- Minimum 5 years of experience in an Enterprise Level, ITIL-based, Incident and Problem Management environment
- Ability to take command and control, remain calm, and make strong decisions in intense, high-pressure situations
- Broad technical background (Cloud experience, Networking, Systems Operations, DB's, Monitoring, Software Development, etc.)
- Proven experience driving down MTTR (Mean Time to Resolution) and MTBF (Mean Time Between Failures) through Incident and Problem Management
- Experience implementing Service Management processes in large organizations
- ITIL Foundation Certification or higher
- Proven ability to influence others, especially outside of your immediate area
- Strong oral and written communication skills, along with the ability to effectively communicate to senior management
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR@chewy.com.
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).
