Senior Manager – Service Restoration

Responsibilities

Operations Management

• Incident & Escalation Management
• Serve as the focal point for incident escalations via hotlines, MS Teams channels, team mailbox, and in-person interactions
• Ensure escalations are addressed or assigned to an accountable owner for resolution
• Manage Mission Critical Incidents (MCIs) during assigned shifts, strictly adhering to the MCI process throughout the incident lifecycle
• Accountable for handling Priority 1 and Priority 2 incidents, following standard incident management protocols
• Validate MCI criteria and determine impacted services, severity, and accountable areas in collaboration with Service Owners and Technical Support teams
• Ensure compliance with all documented MCI processes and work instructions
• Actively manage Priority 3 and Priority 4 incidents, ensuring all involved resources follow incident management procedures
• Facilitate and drive incident recovery efforts until service restoration is achieved
• Post-restoration, lead root cause investigations and document all feasible preventive measures
• Initiate reviews of alerting and monitoring systems, recommending improvements to prevent recurrence of major incidents
• Act as custodian of service, taking ownership of unassigned issues to prevent further escalations
• Responsible for meeting defined operations metrics

Service Improvement & Planned Works

• Continuously seek opportunities to enhance service restoration performance
• Support planned activities such as Disaster Recovery (DR) tests and production changes

Stakeholder Management

• Act as the single point of control and coordination for all major incident recovery efforts
• Serve as the primary contact for key stakeholders during Mission Critical Incident Management
• Deliver concise and timely communications regarding MCI recovery status via appropriate channels
• Manage information flow between recovery teams, service owners, business representatives, and executive stakeholders
• Coordinate and communicate production changes to ensure stakeholder awareness and minimize operational impact
• Responsible for creating reports, data analysis, and visualizations for stakeholder consumption

People Management

• Demonstrate alignment with Albertsons’ Values in all responsibilities
• Provide matrix management of people, processes, and resources, including third-party vendors, to resolve conflicts and drive resolution
• Manage service restoration team workloads, reassign tasks, and reschedule non-urgent activities as needed
• Monitor team attendance, punctuality, and productivity during assigned shifts
• Track and evaluate team and individual performance regularly
• Identify skill gaps and recommend training or coaching to strengthen team capabilities

Requirements

• Requires 7+ years of working experience as an Incident Manager in a large enterprise environment, facilitating high-priority incident (HPI) calls
• Solid experience working with teams from different technical platforms and a working knowledge of automation and monitoring
• Bachelor’s degree in a related field
• In-depth knowledge and proven experience in troubleshooting, problem determination, root cause analysis, and rapid problem resolution
• Thorough understanding of ITIL principles: Incident, Problem, Change, and Configuration Management
• Strong leadership abilities; capable of leading service restoration efforts across various organizational groups
• Excellent communication skills, both written and oral
• High level of energy, results-driven, and able to work under pressure
• Experience in handling line managers and large teams
• Open to work night shift