Incident Manager

Job Number: 881

Position Title: Operations Incident Manager

External Description:

As Operations Incident Manager, you will be responsible incident management and overseeing the 24/7 Operations team supporting network, applications, middleware, and databases that enable client’s business, including the Corporate (ERP, HR, BI), Stores, and E-Commerce environments. By partnering with Service/Application owners and other support organizations you will be responsible for executing the procedures that support operational excellence that drives continual improvement through reduced frequency and duration of service interruptions.

Responsibilities include but are not limed to:

• Proactively manage and respond to all critical and non-critical incidents with a primary objective of ensuring minimal interruption of core Talbots services.
• Monitoring a variety of tools and systems that provide early warning to potential issues.
• Following, maintaining, and improving upon SOPs for all supported systems and solutions.
• Identifying opportunities to tune or improve performance of the Operations by finding ways to continually improve upon existing approach and value-added improvements to process.
• Leading daily check-in meetings which cover all ongoing and pending critical process/issues.
• Provide time critical updates to I.T., business, and vendor contacts during and after incident response
• Complete post-mortem and RCA for all business impacting events.
• Create reports from KPIs to identify trends, and estimate the future needs of expansion or addition of capacity/memory/storage for all critical systems.
• Participate in the testing of all critical systems in the staging environment to validate that the Q/A process includes performance and capacity optimization.
• Maintaining accurate documentation, policies and procedures, and vendor support information for all monitoring systems.
• Provide and ensure 24/7 Operational support and SLA achievement for multiple applications, middleware, and database instances.
• Management of application incident resolution, problem management, change risk and mitigation, and release management processes. 
• Responsible for onboarding of new processes, procedures, related to new applications and services by partnering with project/product leadership to ensure repeatable predictable outcomes for Operations support team members.
• Manage service requests, prioritization, and coordinate planned delivery schedules for request fulfillment with Release Mgt.

Requirements

• Bachelor’s degree and 2+ years working in a representative environment or 5+ years in related experience working in an environment of similar size and complexity
• Certifications in ITIL, Incident Management, and Microsoft desired.

City:

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Community / Marketing Title: Incident Manager

Company Profile:

Talbots is a leading omni-channel specialty retailer of women's clothing, shoes and accessories. Established in 1947, the company is known for modern classic style that's both timeless and timely, fine quality craftsmanship and gracious service. At Talbots relationships are the key to our business, we hire individuals who bring new ideas to the table, understand smart risk taking and  can enhance an already thriving culture.  With a commitment to offer modern classic style for every body type, through a  full range of sizes, inclusive to every woman in your life.

EEO Employer Verbiage:

Talbots is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to race, sex, national origin, color, age, disability, veteran status, pregnancy, sexual orientation, religion, or any other category protected by applicable law. Talbots is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process please contact recruiting@talbots.com. Talbots will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business.

PositionType_Description: Full Time

Location_formattedLocationLong: Hingham, Massachusetts US