Incident Problem Manager Jobs in Tennessee (NOW HIRING)

Job Summary and Mission
The Major Incident Manager I is a dedicated resource, in the 24x7 Starbucks Technology Operations Center, performing the Starbucks Major Incident Management function. This position contributes to Starbucks success by ensuring that service/business impacting information technology incidents and/or high risk production incidents across the enterprise are managed consistently and effectively in adherence to the major incident processes and procedures. This role is assigned to the coordination, escalation, communication and resolution of service disruptions, as well as trend identification and the related efforts to prevent or minimize service disruption. An effective Major Incident Manager I will be able to collaborate with technical teams and the Service Desk to minimize time to resolution, as well as coordinate timely communication with Starbucks Technology stakeholders and leaders. Models and acts in accordance with Starbucks guiding principles.
The ideal candidate is knowledgeable with ITSM and is experienced in IT Incident Management processes with a proven track record to resolve critical impacting Incidents affecting IT services. They have 2 or more years' experience working with ITSM processes in a large multi-regional company. They can collaborate quickly with multiple levels of management and be technical enough to collaborate with other technical subject matter experts.
Summary of Key Responsibilities
Major Incident Support:
• Provides 24*7 global support of critical systems in a rotating on-call environment
• Ensures timely, clear communication regarding service disruptions with the appropriate stakeholders
• Coordinate support efforts through incident command & control bridge
• Scribe & record all details and timeline of key elements during Incident Management bridge calls
• Adhere to incident processes and procedures
• Interfaces with other processes ensuring resources are sufficient and properly allocated
• Ensures incidents that are not immediately resolved are appropriately escalated to service owner
Incident Process:
• Responsible for the Incident Escalation process, content and results
• Updates documentation, process, guidelines, and creates new process documentation
• Reviews proposed tool enhancements for best practice applications
• Undertake Continual Service Improvement activities
Create, Maintain and Report KPIs:
• Contributes in the development of key performance indicators (KPIs) evaluating the service for effectiveness and efficiency
• Identifies and reports Incident trends and progress
Summary of Experience
1-2+ years of relevant IT experience
1+ years of facilitating major incident / crisis bridge lines (preferred)
Required Knowledge, Skills and Abilities
• Excellent verbal & written communication and listening skills. Ability to create accurate, concise correspondence, develop and conduct presentations
• Strong proven interpersonal skills & able to work well with people at all levels
• Detail-oriented and strong problem-solving skills, with ability to analyze a situation for potential future problems
• Familiar with incident management processes
• Foundation level knowledge of server operating systems, networking, firewalls, databases, storage, virtual infrastructure technologies, and application technologies.
• Intellectually inquisitive nature with the ability to be open minded to varying opinions
• Responsible, conscientious, and possess a passion for excellence - positive "can do" attitude
• Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved
• Available for on-call coverage 24X7, to support off-hours work as required, including weekends and Holidays and fluctuates with staffing
• Available to work nights and weekends on a rotating schedule
• Good understanding of corporate IT policies, procedures, and standards
• Knowledge of Incident, Problem, Change, and Knowledge Management practices
• Knowledge of the IT strategies, customers, and services provided
• Knowledge of service analysis tools
As a Starbucks partner, you (and your family) will have access to medical, dental, vision, basic and supplemental life insurance, and other voluntary insurance benefits. Partners have access to short-term and long-term disability, paid parental leave, family expansion reimbursement, paid vacation from date of hire*, sick time (accrued at 1 hour for every 25 hours worked), eight paid holidays, and two personal days per year. Starbucks also offers eligible partners participation in a 401(k) retirement plan with employer match, a discounted company stock program (S.I.P.), Starbucks equity program (Bean Stock), incentivized emergency savings, and financial well-being tools. Additionally, Starbucks offers 100% upfront tuition coverage for a first-time bachelor's degree through Arizona State University's online program via the Starbucks College Achievement Plan, student loan management resources, and access to other educational opportunities. You will also have access to backup care and DACA reimbursement. Starbucks will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, and in accordance with its plans and policies. This list is subject to change depending on collective bargaining in locations where partners have a certified bargaining representative. For additional information regarding partner perks and more detailed information about benefits, go to starbucksbenefits.com.
*If you are working in CA, CO, IL, LA, ME, MA, NE, ND or RI, you will accrue vacation up to a maximum of 120 hours (190 in CA) for roles below director and 200 hours (316 in CA) for roles at director or above. For roles in other states, you will be granted vacation time starting at 120 hours annually for roles below director and 200 hours annually for roles director and above.
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, geographical location, and internal equity. At Starbucks, it is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
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Starbucks Coffee Company is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or protected veteran status, or any other characteristic protected by law.
Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances. Starbucks Coffee Company is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at applicantaccommodation@starbucks.com or 1(888) 611-2258.
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