Job Description

Job Description

POSITION PURPOSE:
The Incident Manager (IM) is responsible for the effective restoration of services during a critical outage
service interruption. Implementation of major incident guidelines for restoring services to normal. Carries out
corresponding reporting on key metrics. The IM represents the first stage of escalation for major incidents.

KEY ACCOUNTABILITIES INCLUDE BUT ARE NOT LIMITED TO:
* Restoring a normal service operation as quickly as possible and to minimize the impact on business
operations, thus ensuring that the best possible levels of service quality and availability are maintained
* Facilitate the outage calls and ensure that all the required resources are engaged to work a mission
critical incident.
* Ensuring that effective communication is maintained with the Executives, Business Leadership during a
mission critical incident.
* Responsible for monitoring and operating multiple IT platforms.
* Must have a solid understanding of all key ITIL disciplines and processes.
* Drives service restoration for all major service interruptions.
* Works toward continuous operational and process improvement while maintaining 100%compliance
with quality and legal standards.
* Must have a high degree of technical knowledge to understand the environment and provide
Management updates when needed.
* Understanding of IT impact to the business and raises alternatives workarounds.
* Responsible for technical and service monitoring, detecting and incident handling for all technology
related incidents.
* Collaborates with other teams and customers to improve service and increase value of Command
Center Operations.
* Reports to Management on service interruptions and impact to Customer base.
* Supporting Mission Critical Incident Management reporting (KPIs and customer SLAs).
* Assists the Mission Critical Incident Management Process Owners in driving Service Management
best-practice and ITIL process standardization.
* Assists the Mission Critical Incident Management Process Owner in identifying and planning for Major
Incident Management process improvement projects.
* Drives implementation of standard execution of the Mission Critical Incident Management process.

Education Level:
* Bachelor's Degree in related Field

Experience Level:
* Requires 3+ years work experience as an incident analyst/manager in a large, enterprise environment
* ITIL v3 Foundations certification is required.
Skills and Experiences:
* Must have working knowledge of Data Center automation and monitoring, including service level based
monitoring.
* In-depth knowledge and proven experience in troubleshooting, problem determination, root cause
analysis and rapid problem resolution.
* Must be knowledgeable on complex networks, open systems and mainframe computing services.
* Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management
principles.
* Previous retail experience desired.
* Must possess strong leadership abilities and able to lead service restoration efforts across the
organization.
* Good understanding of production IT Environment and IT Operations.
* Strong communication skills required; written and oral communications.
* Demonstrates a high level of energy, results driven and able to work under pressure.
* Experienced in leading special projects and tasks that support Data Center Operations.
* Must have working knowledge of Data Center automation and monitoring, including service level based
monitoring.
* Ability to effectively communicate to Sr. IT and Business on problem status and approach to corrective
action.
* Ability to support change while motivating and mentoring others.

SUPERVISION: Number of Direct Reports - 0

TRAVEL REQUIREMENTS: N/A

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed
by associates assigned to this job classification. They are not intended to be construed as an
exhaustive list of all responsibilities and skills required of personnel so classified.

How to Apply: Interested candidates are encouraged to submit a resume by visiting https://www.albertsonscompanies.com/careers/en/home.html

Diversity is fundamental at Albertsons Companies. We foster an inclusive working environment where the different strengths and perspectives of each employee is both recognized and valued. We believe that building successful relationships with our customers and our communities is only possible through the diversity of our people. A diverse workforce leads to better teamwork and creative thinking, as well as mutual understanding and respect.

The Albertsons Companies policy is to provide employment, training, compensation, promotion and other conditions of employment without regard to race, color, religion, sexual orientation, gender identity, national origin, sex, age, disability, veteran status, medical condition, marital status or any other legally protected status.

We support a drug-free workplace -- some positions require applicants offered a position to pass a pre-employment drug test before they are hired.

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