23 days old

Major Incident Manager (Technical) - 181260

Alpharetta, GA 30009
  • Job Code
    181260
ADP is seeking a Major Incident Manager for our Alpharetta, GA office.
 
We believe people make great companies, not the other way around. Our people make all the difference in delivering innovative HR technologies and solutions that help employees all over the world do their jobs better. The result? We're building the next generation of ADP technologies.
 
Things You'll Do:
 
  • A member of the GPT (Global Product & Technology) Critical Incident Management Team Supporting a global footprint of applications.
  • Assumes command & control of Major Incidents, the graduation of low impact incidents to Major Incidents, and potential Major Incidents
    • Communication Management.
    • Escalation Management.
    • Identification and Support of Resolution Manager.
    • Coordination and Logistics.
    • Record Keeping.
  • Ensures all Major Incidents remediation efforts focus on tactical restoration of service within SLA guidelines.
    • Client Focus probing/understanding Business Impact.
    • Business Focus probing/understanding Security/Financial/Etc... impact.
    • Facilitates Conference Calls directing resources of highly technical competencies to maintain focus on restoration of service.
  • Accountable for all communication with respect to Major Incidents inclusive of target audience, content/context, etc... Ensures communication is consistent, clear, concise, and effective. Responsible for the ongoing development and maturity of the communications process and content.
  • Optimizes response capabilities providing input to tools/technologies development which accelerate Major Incident response capabilities throughout the CIO Organization.
  • Defines, Executes, and Matures interaction protocols with all stakeholders ancillary to Major Incident management. (Global Security Office, Disaster Recovery Planning, Business Units, Infrastructure & Operations, R&D, etc...)
  • Educates GPT on current and revised processes and procedures related to Major Incidents.
  • Works with respective Recipe and Command Center teams to ensure escalation database is updated and maintained, including hierarchical and functional escalation contacts.
  • Ensures appropriate chain of custody for AAR (After Action Review) by assigning appropriate Recipe Owner/Team
  • Acts as a scribe, documenting activities and events which occurred during the remediation effort and provides input to action items which improve the stability of our products.
  • Ensure key performance indicators are measured for Major Incidents and report trends of process maturity levels and tool adoption
  • Align and deliver targets set out by Executive Management.
Qualifications:
  • Extensive experience in the area of Major Incident Management with board understand of ITIL concepts.
  • Ability to interact effectively with technical and non-technical audiences with excellent verbal and written communications (e.g., technical writing, business writing.)
  • Detail oriented with excellent analytical, technical, problem-solving, and organizational skills.
  • Ability to work under pressure and deal with difficult situations and individuals while maintaining composure.
  • Ability to adjust quickly to shifting priorities and make quick decisions with limited information. This person will also be able to make decisions, within the scope of the defined responsibilities in support of the goals of the team and organization, as well as be motivated to tackle challenging problems.
  • Knowledge & experience with infrastructure & technologies (i.e. Networking, Server, Voice) sufficient for driving troubleshooting and remediation.
  • Experience with Payroll, HR, Time Labor Management (TLM), or Human Capital Management (HCM) applications a plus.
  • BS degree in related field (Computer Science, Communications, Finance, Economics, or Business/Management) or equivalent experience.

We're designing a better way to work, so you can achieve what you're working for. Consistently named one of the 'Most Admired Companies' by FORTUNE Magazine, and recognized by DiversityInc as one of the 'Top 50 Companies for Diversity,' ADP works with more than 740,000 organizations across the globe to help their people work smarter, embrace new challenges, and unleash their talent. "Always Designing for People" means we're creating platforms that will transform how great work gets done, so together we can unlock a world of opportunity.

At ADP, we believe that diversity fuels innovation. ADP is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, or protected veteran status. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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Posted: 2019-09-30 Expires: 2019-10-30

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Major Incident Manager (Technical) - 181260

ADP
Alpharetta, GA 30009

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