Major IT Incident Manager - Hybrid

Awarded a Healthiest Employer, Blue Cross Blue Shield of Arizona aims to fulfill its mission to inspire health and make it easy. AZ Blue offers a variety of health insurance products and services to meet the diverse needs of individuals, families, and small and large businesses as well as providing information and tools to help individuals make better health decisions.

This position is hybrid within the state of AZ only. This hybrid work opportunity requires residency, and work to be performed, within the State of Arizona.

PURPOSE OF THE JOB:

The Major IT Incident Manager is responsible for facilitating and driving coordination, communication, and business recovery during a major IT incident. This is a critical IT role that interfaces with all IT service owners, product owners, business teams, vendors, and various IT delivery teams to deliver stable and continuously improving IT service operations while meeting current and future needs of BCBSAZ core businesses.

Required Qualifications

Required Work Experience

• 7 years of IT experience with a major services organization
• 5 years of experience working in IT service operations management or lead role
• 5 years of application and/or infrastructure support experience
• 2 years of experience in Major Incident Management or Business Recovery Management or lead role
  
  

Required Education

• High-School Diploma or GED in general field of study
  
  

Required Licenses

• N/A
  
  

Required Certifications

• N/A
  
  

Preferred Qualifications

Preferred Work Experience

• 10 years of IT experience in a major services organization
• 7 years of experience working in IT service operations management or lead role
• 7 years of IT project management experience
• 5 years of demonstrated experience in leadership communication
• 5 years of experience in Major Incident Management or Business Recovery Management or a similar role
  
  

Preferred Education

• Bachelor’s degree in business, computer science or related field
  
  

Preferred Licenses

• N/A
  
  

Preferred Certifications

• ITIL v4 Certification
• Project Management Professional Certification
• Certified Scrum Master
  
  

Essential Job Funcitions And Responsibilities

• Oversee the IT Major Incident and business recovery process.
• Respond to reported critical service incidents and initiate incident management process.
• Collaborate with operations teams to ensure that all protocols are diligently followed.
• Continuously improve the incident management process to ensure its effectiveness.
• Be responsible for the overall process efficiency and execution.
• Facilitate and manage technical and business conference bridges during a major incident.
• Execute escalations as defined in the incident management process.
• Manage all official communications during a major incident.
• Maintain Incident Communication artifacts including status update and report templates.
• Drive service process alignment and execution consistency in collaboration with IT and business partners.
• Collaborate with IT partners to maintain adherence to service operations processes.
• Collaborate with leadership to establish and track Key Performance Indicators and champion organizational focus on service operations metrics and trends.
• Maintain service operations metric and status dashboards.
• Hold incident retrospective reviews, document learnings and improvement actions.
• Ensure continuous improvement through incident and problem management process adherence and follow through on improvement actions.
• Drive accuracy and currency of run books, troubleshooting guides, SOPs, and other service operations documentation for all identified critical systems.
• Publish independent findings on stability, availability, and performance of identified critical systems.
• Champion addressing of gaps in critical systems to improve stability and performance.
• Help develop a culture of trust, accountability, teamwork, high quality results and continuous improvement.
• Demonstrate leadership abilities along with good judgment and decision-making skills.
• Continually measure and seek feedback to establish a robust stakeholder feedback loop.
• Provide leadership and mentoring to team members on behaviors, processes and techniques required to successfully deliver value to the organization. Remove impediments, manage risks, and resolve issues.
• Maintain relationships across the organization to ensure alignment of goals and consistency of practices, processes, and timelines.
• The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
• Other duties as assigned
  
  

Required Competencies

Required Job Skills

• Strong technical knowledge of information technology systems and infrastructure
• Understanding of risk management, mitigation, and incident response frameworks
• Experience communicating with senior management and executives
• Ability to communicate complex technical issues in layman’s terms
• Ability to manage crises and make sound decisions under pressure
• Ability to coordinate response efforts, delegate tasks and monitor progress
• Ability to drive process efficiency, with exposure to industry standard techniques such as Value Stream Mapping
• Demonstrable skills in Problem Management, including techniques such as Root Cause Analysis
• Intermediate skill in use of office equipment, including copiers, fax machines, scanner and telephones
• Strong foundational knowledge on ITIL
• Ability to work well in a team environment and be capable of building and maintaining positive relationships with other staff, departments, and customers.
  
  

Required Professional Competencies

• Ability to take appropriate risks, using available data
• Ability to build synergy with a diverse team in an ever-changing environment
• Anticipate downstream technical, organizational and user needs and steer deliver teams to appropriately factor in considerations
• Strong analytical skills to support independent and effective decisions
• Strong verbal and written communications skills and the ability to interact professionally with a diverse group of executives, managers, and subject matter experts
  
  

Required Leadership Experience And Competencies

• Provide leadership, promote teamwork, meet objectives and exercise independent judgment
• Experience leading major incident or business recovery efforts, working collaboratively with other departments levels
• Ability to prioritize tasks and work with multiple priorities, sometimes under limited time constraints
  
  

Preferred Competencies

• Knowledge and understanding of various ITIL disciplines
  
  

Preferred Professional Competencies

• Demonstrate flexibility, anticipate stakeholder needs
• Advanced tactical planning and decision analysis skills
• Able to cope with multiple priorities and high customer expectations and balance the demands between various stakeholders
• Advanced understanding of information systems, business processes and key drivers and measures fo success
• Advanced analytical and diagnostic skills dealing with issues that are often novel and not readily defined, lack known precedent or appear contradictory
• Develop solutions by applying accepted processes or create new approaches to leverage technology from abstract information
• Presentation and public speaking abilities
• Development and application of budgeting concepts, processes and procedures
  
  

Preferred Leadership Experience And Competencies

• Empower associates at all levels and encourage innovation and risk taking
• Develop an enthusiastic and positive work environment with positive impact to stakeholder engagement
• Negotiation and influencing skills with the ability to create win/win situations
• Resource management skills
  
  

Our Commitment

AZ Blue does not discriminate in hiring or employment on the basis of race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other protected group.

Thank you for your interest in Blue Cross Blue Shield of Arizona. For more information on our company, see azblue.com. If interested in this position, please apply.