Sr Manager, Incident Management

Job Description:
Senior Manager, Incident Management
The role will be responsible T-Mobile's Technology Incident Management process and will reside within the Service Operations Center. The role will serve the organization by developing, leading and motivating a high-performance team of major incident managers and technology communication specialists. A major incident is a significant event involving a technology asset, which demands a response beyond the routine, resulting from uncontrolled developments during the operation of any establishment or transient work activity. An incident manager (Analyst) will manage outages, driving and coordinating resolution, including calls, escalation (both technical and hierarchic), as well as coordinating all incident support activities.

The successful candidate must have the ability to perform well under pressure, managing numerous competing priorities. They will be extremely customer focused while ensuring incidents are managed with assertiveness while aggressively mitigating impact to service consumers. Very strong written and oral communication skills and experience working within business-critical environments are essential.
Enterprise Core Competencies
Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.
Essential Functions
  • Responsibility for the technology Incident Management process.
  • Manage Incident Managers in a 24x7x365 operational team, whose primary function is to drive all major incidents until resolved.
  • Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities
  • Effectively communicate details related to ongoing major incidents to all levels of the company, including the Senior Leadership team.
  • Manage day-to-day delivery of the Incident Management process. This includes driving and coordinating resolution, escalation (both technical and hierarchic), as well as coordinating all high severity incident support activities.
  • Drive continuous development and daily management of Service Quality. This includes driving continually measurable improvements in reduced mean time to restore services.
  • Lead implementation, delivery and enforcement of IT Service Management (ITSM) processes.
  • Lead process integration efforts with other ITSM processes.
  • Represent the enterprise Incident Management process to proactively identify opportunities and implement solutions for Incident Management process improvements; directly address and eradicate unacceptable levels of service.
  • Grow technical, business, leadership, and interpersonal skills year over year, including increased certifications around ITIL and other internal and industry-recognized Service Management disciplines.
  • Lead other Technology teams to help resolve outages.
  • Responsible for Incident Management process re-engineering
  • Opportunity to exert tremendous direct influence over Service Quality & Availability

  • Provide a portfolio of reports and data to key stakeholders to illustrate Incident Management Generate reports and presentations as needed; leveraging Remedy, Crystal Reports and MS Office products.
  • Lead integration of processes to identify problems and known errors.
  • Articulate and represent incidents with a focus on business impact in community forums such as regular meetings and conference calls.

Minimum Required
  • Total experience with increasing responsibility 5 years experience with Incident Management and Problem Management processes
  • Total experience with increasing responsibility 5 years management experience within an IT capacity
  • Knowledge of software development and delivery principles and methodologies
  • Oral communications: Proven ability to express ideas verbally, including good presentation skills
  • Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation
  • Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint
  • Intermediate to advanced skills working with Remedy
  • Intermediate to advanced skills working with BI reporting tools
Minimum Required
  • Bachelor's Degree. Business, MIS, or equivalent
  • ITIL v3 Foundations Certification required
  • ITIL v3 Operational Support and Analysis preferred

Company Profile:
As America's Un-carrier, T-Mobile US, Inc. (NASDAQ: TMUS) is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The company's advanced nationwide 4G and 4G LTE network delivers outstanding wireless experiences for customers who are unwilling to compromise on quality and value. Based in Bellevue, Washington, T-Mobile US provides services through its subsidiaries and operates its flagship brands, T-Mobile and MetroPCS. For more information, please visit http://www.t-mobile.com
EOE Statement:
We Take Equal Opportunity Seriously - By Choice.
T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination or harassment based upon any of these factors is wholly inconsistent with our Company values and will not be tolerated. Furthermore, such discrimination or harassment may violate federal, state, or local law.

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