IT Incident Manager

CREATIVITY IS OUR SUPERPOWER.It's our heritage and it's also our future. Because we don't just make toys. We create innovative products and experiences that inspire, entertain and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard-when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Team:

Infrastructure & Operations (I&O) is a key cog within Mattel's Global Technology Organization (GTO). I&O manages infrastructure such a servers and network, runs operational processes and is also owner of Mattel's IT Service Management (ITSM) practices. We work with our application owners, business units and partners to ensure that the Mattel technology environment meets the needs of our business customers without interruption.

The Opportunity:

Mattel is seeking an ITSM Manager to head our Incident, Problem, Change and Release Management Practices. The manager will be a member of a dynamic team within I&O and be responsible ensuring our Service Management processes run smoothly and effectively. The Manager will work with their peers as well as Mattel's outsource partners run, develop and improve our practices around key areas such as Incident, Problem, Change and Release Management. The Manager will also champion the global adoption of our Service Management processes.

What Your Impact Will Be:

As a Manager within Mattel's Global Technology Organization, you will:

• Work with our Managed Service Partner to ensure our ITSM processes including Incident Management, Problem Management, Change Management and Release Management are run effectively and to Mattel's expectations.
• Based on your expertise, work to further develop, modify, and optimize our existing Service Management Practices as appropriate.
• Monitor the effectiveness of our partner in operating the different Service Management disciplines.
• Act as a liaison between our Managed Service Partner and other Mattel groups to promote ITSM initiatives especially around Change & Release Management.
• Work with teams to review status of incidents and problems and assist our partners as required.
• Ensure monthly, quarterly, and annual IM, PM, CM & RM SOX audit controls are reviewed and submitted, and that any issues or required remediations are resolved and approved.
• Ensure all P1 incidents and selected P2 incidents are resolved appropriately and forwarded through the appropriate problem management process as required.
• Ensure all RCAs adhere to required guidelines and work with the partner to ensure all resulting tasks are tracked and completed.

What We're Looking For:

• BS degree preferred, or equivalent work experience
• 5 years experience with ITSM Platforms
• Advanced knowledge of ITIL and Familiarity with ITIL, CD/CI, Agile processes.
• Collaboration tools admin skills a plus (Exchange/SharePoint/Confluence/TEAMS/Slack/Agile Central/etc.)
• Ability to work both independently and in a team environment with professionals of all levels
• Ability to multi-task and handle multiple projects at the same time
• Exceptional problem solving, critical thinking, and analytical skills.
• Ability to conduct thorough root cause analysis to resolve issues.
• Strong organizational, interpersonal and presentation skills
• Excellent written and oral communication skills
• Self-driven individual with good project management skills
• Skilled in examining and re-engineering IT operations and procedures, formulating policy, and developing and implementing new strategies.
• Demonstrated agrowth mindset by staying curious and continuously learning, embracing challenges, and improving themselves.
• The annual base salary range for this position is between 126k - 157k **This range is indicative of projected hiring range, however annual base salary will be determined based on a candidate's work location, skills and experience.

Don't meet every single requirement?At Mattel we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

What It's Like to Work Here:

We are a purpose driven company aiming to empower the next generation to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate:Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate:At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute:We are a performance driven company. We strive for excellence and are focused on pursuing best in class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:

We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:

Mattel is a leading global toy company and owner of one of the strongest catalogs of children's and family entertainment franchises in the world. We create innovative products and experiences that inspire, entertain and develop children through play. We engage consumers through our portfolio of iconic brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO and MEGA, as well as other popular intellectual properties that we own or license in partnership with global entertainment companies. Our offerings include film and television content, gaming, music and live events. We operate in 35 locations and our products are available in more than 150 countries in collaboration with the world's leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering children to explore the wonder of childhood and reach their full potential.

Mattel is recognized for the second year in a row as a Great Place to Work and as one of Fast Company's Best Workplaces for Innovators in 2022.

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Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers including minorities, females, veterans, military spouses, individuals with disabilities, and those of all sexual orientations and gender identities.