Major Incident Manager in Coppell, TX at Brink's

Date Posted: 11/4/2019

Job Snapshot

Job Description

Brink’s U.S., a division of Brink’s, Incorporated, is the premier provider of armored car transportation, currency and coin processing, ATM servicing and other value-added services to financial institutions, retailers and other commercial and government entities.  The company has a proud history of providing growth and advancement opportunities for its employees.  We have a challenging opportunity for a Manager, Device Support Team.

Job Summary:  
The Major Incident Manager is responsible for overseeing all the related Major Incident Management processes as effectively executed. The Major Incident Manager also coordinates all activities required in order to respond to problems presented and their compliance with contractual requirements.

The Major Incident Manager is required to provide on-call support evenings, Holidays, weekends, and work a flexible schedule to support team members and services on all shifts.

Job Requirements

Key Responsibilities:

• Coordinates and drives Restoration of Service for Major Incident events.
• Accountable for the efficient and effective execution of the Major Incident Management process
• Participates and leads in Major Incident events as required
• Communicates and collaborates with business partners and IT Staff
• Vendor management/relations/escalations
• Reporting, Metrics and analysis
• Develops and Maintains the ServiceNow Major Incident Response module and interfaces with notification tools.
• Implements improvements and strategies to support the objectives of the Major Incident Process
• Ensures that the Major Incident Management process is documented and update
• Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on Continual Service Improvement (CSI)
• Develops metrics and reporting requirements and maintains relevant SLA/KPI metrics
• Responsible for process implementation related to ITSM Tools
• Represents the Major Incident Management process area to IT and Business associates
• Ensures Major Incident Management process integration with other ITIL process areas
• Remains updated on the latest industry standards in the Major Incident Management process area
• Participates in training, guides, and advises associates on the Major Incident Management Process


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.