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CDW’s Managed Service Organization manages IT Infrastructure and services for our customers.The Enterprise Incident Management (EIM) role in Managed Services is designed to interface with CDW engineers, CDW management as well as key technical and executive customer stakeholders, providing leadership and accountability during critical, business-impacting outages and incidents within our customers’ IT environment. The EIM is responsible for providing high-level, timely and technical communication to key stakeholders, allowing engineers to remain focused and on task, and maintaining ticket documentation and response timelines with the goal of driving rapid resolution of the issue.Key Areas of Responsibility
Drive resolution of operating issues and major internal and customer incidents and outages, including service-level degradation and breach of customer Service Level Agreements (SLAs), in timely manner
Coordinates recovery efforts and owns customer satisfaction outcomes
Prepares and owns incident notifications to CDW internal and customer stakeholders, including incident summaries and root cause analyses
Works with Incident Management, Engineering and Customer Success teams using ITIL standards to maintain adherence to the Incident Management Process
Collaborates with cross-functional teams and debriefs senior management following predefined policies, procedures regarding status updates and Post Incident Reviews
Ensures standardized methods and procedures are followed for response, analysis, documentation, ongoing management and reporting of incidents
Documents known errors and lessons learned for more efficient resolution of future incidents
Drives the efficiency and effectiveness of the Incident Management Process, providing feedback for continuous improvement
Works jointly with Quality team to execute the Post Incident Review process, and assists in driving resolution of action items resulting from said review
QualificationsMinimum Qualifications
Two (2) years of relevant incident or crisis management experience with demonstrated record of success and increasing responsibility
Associates or higher degree from recognized college or university in Computer Science, Information Systems, Engineering, or a related field or equivalent experience
Exceptional communication skills, both written and verbal
Demonstrate exceptional leadership ability
Experience working with ITIL best practices for Incident, Problem, Change, Document and Service Management
Ability to work in a virtual team environment across time zones
Preferred Qualifications
Four (4) years relevant incident or crisis management experience
ITIL v3 Foundation Certificate in IT Service Management
Experience with ServiceNow ITSM system
Bachelor’s Degree in Computer Science, Information Systems, Engineering or related field or equivalent experience in Industry
Enterprise Incident Manager - Managed Services
Madison, WI
19001814
