28 days old
2018-03-212018-04-20

Major Incident Manager

Abbott
Minnetonka, MN

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

We are seeking a Major Incident Manager that is self-motivated and possesses solid knowledge of complex technical environments to be responsible for managing the lifecycle of all Business & Technology Services (BTS) Major Incidents (MIs) and respective problem investigations.  This position will be responsible for identifying major incidents and ensuring a quickly and effective resolution by executing BTS’s enterprise Major Incident process and working with all appropriate technical support teams throughout the organization.  Participation in on-call rotation is required.  Additionally, this position will perform the following activities related to Major Incidents:  facilitate root cause investigation, follow-up on implementation of corrective/preventive actions, and metrics.

Responsibilities:

  • Effectively manage Major Incidents (MIs) by ensuring appropriate teams are quickly engaged in the resolution process, manage the technical bridge, group chat, provide BTS internal and business facing communications.
  • Work closely with all BTS infrastructure and application support teams to ensure swift resolution of Major Incidents and the effective management of subsequent problem investigation.
  • Analysis and reporting of incident trend data to identify and eliminate reoccurring Major Incidents
  • Enable accurate metrics and reporting by ensure appropriate MI and Problem Investigation data is current and accurate.
  • Participate in on-call rotation.

    Required Experience:

    • Bachelor’s degree in Information Technology or similar area; or equivalent work experience.
    • 1+ years of relevant experience.
    • Solid understanding of ITIL Incident Management, Major Incident Management, Problem Management and Change Management.
    • Experience working in a 24X7 environment; ability to work flexible hours and be on-call. 
    • Experience managing Major Incidents, and facilitating root cause investigation, identifying corrective and preventive actions.
    • Strong attention to detail.
    • Ability to effectively manage and perform well in high stress situations
    • Must have excellent written and verbal skills and be able to communicate at all levels of the organization.
    • Proven experience in managing difficult, complex and ambiguous situations in a team setting or individually.
    • Ability to travel up to 5% approx.

      Preferred Qualifications / Education:

      • ITIL V3 Foundations Certification


        Job Family: IT Operations
        Division: GIS Global Information Services
        Travel: Yes, 5 % of the Time
        Medical Surveillance: No
        Significant Work Activities: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

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Major Incident Manager

Abbott
Minnetonka, MN

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Abbott
Minnetonka, MN
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