- Lead, drive, facilitate and chair all investigation activities, meetings, and conference calls to support Major Incidents.
- Orchestrate appropriate teams and strategic partners to participate and resolve all severity Tier 1 and 2 issues and their underlying causes 24x7x365.
- Drive the critical issue process for live service to rapidly resolve sophisticated IT issues and ensure effective communication with IT partners and the business to keep them informed of resolution progress.
- Ensure all documentation and reports are maintained and up to date to support the Major Incident process, including customer concern contact information, Send Word Now tool, process procedures and knowledge documents.
- Handle Major Incident reporting and documentation to support MBO targets and Audit investigations.
- Evoke and drive Root Cause analysis process for all severity 1 and eligible severity 2 incidents, working with IT towers and business partners to return documentation on time, and complete corrective and preventative actions within due dates.
- Act as single point of contact for IT service and support.
- Manage IT partners' expectations and requirements for delivery of IT services.
- Implement the incident, major incident, request, and problem management processes for regional incidents. Ensure IT provides effective service to regional and local business customers for call logging, event management, incident management, request fulfillment, problem management, and access management, and liaises with IT Operations to deliver effective service asset and configuration management.
- Ensure Service Level Agreements (SLAs) are delivered in adherence to IT standards and contractual agreements.
- Work with End-to-End team to ensure process adherence and prevent ticket bouncing, and aging.
- Analyze trends and root causes associated with bouncing, aging, and process deviation to evoke improvements specific to knowledge, training, and awareness.
- Review IT Quality concerns and recommend remediation actions or process improvements initiatives to mitigate future occurrences.
- Manage negative Survey responses and coordinate corrective actions with IT tower leads.
- Conduct governance and service reviews (KPIs, SLAs) and lead service improvement initiatives with local tier 2 / 3 vendors.
- Ensure that Problem tickets are returned on time and fully addressed by the owner - 5 Why's, RCA, Corrective & Preventive actions with dates and status.
- Act as the escalation point for business users and IT partners for IT service issues.
-
Incident Manager
17 hours ago
EPITEC Chicago, United StatesEpitec · POSITION: · Incident Manager · JOB TYPE: · W2, 7 month contract; possibility of converting · LOCATION: · Chicago, IL · JOB SUMMARY FOR INCIDENT MANAGER: · We are seeking a Incident Management PM to join or leading client's team. · Pay Range: $67- $72/hour · RESPONSIBILIT ...
-
Incident Manager
19 hours ago
EPITEC Chicago, United StatesEpitec · POSITION: · Incident Manager · JOB TYPE: · W2, 7 month contract; possibility of converting · LOCATION: · Chicago, IL · JOB SUMMARY FOR INCIDENT MANAGER: · We are seeking a Incident Management PM to join or leading client's team. · Pay Range: $67- $72/hour · RES ...
-
Incident Management
1 week ago
Spectraforce Technologies Chicago, United StatesRole: Incident Management · Location: Chicago, IL - Hybrid · Duration: 7+ Months · Note: Potential Contract-to-Hire based on need, work performance and budget availability · Project Overview / Contractor's Role: · Principal role is managing incidents as part of the Incident Manag ...
-
Incident Management Analyst
2 weeks ago
Myticas Consulting Chicago, United StatesMyticas's direct client based out of Lake County, IL is currently seeking a 100% Remote - Incident Management Analyst for 2 year contract position. · *Work Schedule: 11:00 PM to 8:00 AM CST, Sunday-Thursday · Overtime will be as needed when teammates take time off. · Cover for ...
-
Sr. Technical Incident Manager
1 week ago
KPMG Chicago, United StatesKnown for being a great place to work and build a career, KPMG provides audit, tax and advisory services for organizations in today's most important industries. Our growth is driven by delivering real results for our clients. It's also enabled by our culture, which encourages ind ...
-
Major Incident Management Analyst
1 week ago
Precise Solutions Chicago, United StatesAt Precise Solutions, we are looking for top talent consultants to bring on as employees of our organization and service our clients in the various Life Sciences Industries. We are much more than a consulting firm Precise Solutions provides competitive compensation packages with ...
-
Sr. Technical Incident Manager
2 weeks ago
KPMG Chicago, United StatesBusiness Title: Sr. Technical Incident Manager · Requisition Number: · Function: Business Support Services · Area of Interest: · State: IL · City: Chicago · Description: · Known for being a great place to work and build a career, KPMG provides audit, tax and advisory servi ...
-
Program Manager, Incident Response
2 weeks ago
TransUnion Chicago, United StatesTransUnion's Job Applicant Privacy Notice · Personal Information We Collect · Your Privacy Choices · What We'll Bring: · At TransUnion, we strive to build an environment where our associates are in the driver's seat of their professional development, while having access to hel ...
-
Senior Analyst, Business Incident Management
4 days ago
CIBC Chicago, United StatesWe're building a · relationship-oriented · bank for the modern world. We need talented, passionate professionals who are dedicated to doing what's right for our clients. · At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have ...
-
Major Incident Manager(W2 Only)
1 week ago
Elite Mente LLC Chicago, United StatesJob Description · Job DescriptionPosition: Site Reliability Engineer (ITIL) Incident Management · Location:100% Remote (CDT Hours) · Duration: 6 Months Contract to Hire · USC/GC only · Interview: Video · Role Overview: · Our IT Service Management (ITSM) team is composed of highl ...
-
Northern Trust Chicago, United StatesAbout Northern Trust: · Northern Trust, a Fortune 500 company, is a globally recognized, award-winning financial institution that has been in continuous operation since 1889. · Northern Trust is proud to provide innovative financial services and guidance to the world's most succe ...
-
Northern Trust Chicago, United StatesSenior Consultant, Incident Managment and Operational Resiliency page is loaded · Senior Consultant, Incident Managment and Operational Resiliency · Apply · locations · Chicago, IL · time type · Full time · posted on · Posted Yesterday · job requisition id · R124634 · ...
-
Driver
8 hours ago
Marriott International, Inc Chicago, United States**Número de Empleo** · **Categoría de Empleo** Rooms & Guest Services Operations · **Ubicación** The St. Regis Chicago, 401 East Upper Wacker Drive, Chicago, Illinois, United States VER EN MAPA · **Horario** Full-Time · **¿Ubicación remota?** N · **¿Reubicación?** N · **Tipo de ...
-
Tech Spec Ops Engineering
1 week ago
CME Group Chicago, United States**Description** · **As a Tech Specialist, you will**: · - Have involvement in and oversight of monitoring of all customer facing environments across all platforms and business units · - Ensure escalation in a timely and efficient manner to appropriate next level of support follow ...
-
Concrete Quality Control Technician
2 days ago
Prairie Material Chicago, United States**Summary**:Provides assistance and support to Technical Services and Quality Control personnel in tracking, documenting, auditing, validating and adjusting processes within the Ready Mix Division. Assists with data entry into Quadrel. Manages Incident Investigation database and ...
-
Director, Dt- Incident Response
1 day ago
United Airlines Chicago, United States**Description**: · There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to anothe ...
-
Help Desk Technician
8 hours ago
Katten Chicago, United States**About Katten** · Katten is a full-service law firm with approximately 700 attorneys in locations across the United States and in London and Shanghai. Clients seeking sophisticated, high-value legal services turn to Katten for counsel locally, nationally and internationally. The ...
-
Security Manager
5 days ago
Corporate Coverage Company Chicago, United States**Corporate Coverage Company and the Waste Diversion & Recycling Industry** · **Corporate Coverage Company** is the accounting division for a family of waste diversion and recycling service entities. Privately owned and operated since 1976, the conglomerate maintains a physical p ...
-
Servicenow Secops + Sir
5 days ago
Fanisko Chicago, United States**Job Type**: · Contract · **Experience**: · 4 to 8 years · **Location**: · Remote · The Servicenow SecOps & SIR(Security Incident Response, Vulnerability · Response) developer would need to have at least 5+ years of experience · with more than 2 year of experience in Security In ...
-
Servicenow Administrator
1 week ago
HUB International Chicago, United StatesWe are seeking a skilled and experienced ServiceNow Administrator to join our Service Management team that is part of our service management organization. As a ServiceNow Administrator, you will play a crucial role in configuring, customizing, and maintaining our ServiceNow platf ...
Manager - IT Service Delivery Management - Incident Management - Chicago, United States - The Kraft Heinz Company
Description
Description & Requirements
We have an outstanding opportunity for a Manager - IT Service Delivery Management - Incident Management at Kraft Heinz. Join our globally recognized organization as we disrupt the food industry and drive innovation. As a Manager, you will play a key role in ensuring seamless IT service delivery within the APAC Zones and assist other zones as needed. The purpose of this position is to co-ordinate and deliver IT Services ensuring they are stabilized and optimized to drive positive customer experiences and acute satisfaction. This role is accountable to ensure that any critical IT issues affecting the Zone and/or Globe are managed efficiently resulting in minimal business disruption.
Critical Incident Management
ITSM Process Execution
rocess Monitoring
Problem Management
About Us
Kraft Heinz is a global food company with a delicious heritage. With iconic and emerging food and beverage brands around the world, we deliver the best taste, fun and quality to every meal table we touch. We're on a mission to disrupt not only our own business, but the global food industry. A consumer obsession and unexpected partnerships fuel our progress as we drive innovation across every part of our company.
Around the world, our people are connected by a culture of ownership, agility and endless curiosity. We also believe in being good humans, who are working to improve our company, communities, and planet. We're proud of where we've been - and even more thrilled about where we're headed - as we nourish the world and lead the future of food.
Why Us
We grow our people to grow our business. We champion great people who bring ambition, curiosity, and high performance to the table as the guardians of our beloved and nostalgic brands. Good isn't good enough. We choose greatness every day by challenging the ordinary and making bold decisions. All while celebrating our wins - and our failures - as we work together to lead the future of food.
Challenging the status quo takes talent. We invest in your purpose and potential by developing skills and nurturing strengths that leave a legacy on our business and a lasting impact on your career. Because great people make great companies, and we're growing something great here at Kraft Heinz.
Office Collaboration & Hybrid Work Environment
We believe our office environment fuels our collaboration, connection & community as an organization and allows our employees to grow toward greatness. We also believe providing a more flexible and agile model is essential in today's workplace. A majority of our office-based employees will be able to work remotely for up to two days each week. Additionally, employees who are subject to this hybrid model will be eligible to work from anywhere for up to six weeks in a rolling 12-month period (in maximum two-week increments and according to benefits and tax guidelines). Some jobs may be required to be performed fully in office depending on the role's responsibilities and requirements.
Kraft Heinz is an Equal Opportunity Employer that prohibits discrimination or harassment of any type. All qualified applicants are considered for employment without regard to race, color, national origin, age, sex, sexual orientation, gender, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law. Applicants who require an accommodation to participate in the job application or hiring process should contact