Thermo Fisher Scientific Major Incident Manager in Carlsbad, California
About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of more than $20 billion and approximately 65,000 employees globally. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, deliver medicines to market and increase laboratory productivity. Through our premier brands - Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services - we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive services.
In support of IT service restoration for the Global enterprise, the Major Incident Manager (MIM) will initiate and lead Major Incident conference calls in response to critical business impacting IT outages.
During the Major Incident Conference Call the MIM will:
Assess business impact using sound customer facing judgment.
Instill confidence in senior business and IT leadership throughout the call by maintaining a sense of urgency toward impact mitigation while remaining calm, positive, and customer focused.
Provide verbal and written business impact updates to senior business and IT leadership.
Capture all Major Incident details and update all necessary documents and databases in real-time.
Expectations of this specific role within the MIM team:
When not on MIM calls, this particular role in the MIM team will be responsible for internal Social Media communications and content administration of cloud based applications used by the MIM team with a high focus on Office 365.
The incumbent must initiate creative, thoughtful, and engaging dialogue with the internal community via Yammer regarding critical outage response and key performance indicator subject matter.
Internal Content and Communications published are highly visible throughout the organization and therefore must be presented in a well-designed and professional manner.
Office 365 applications currently used, but not limited to SharePoint online, Yammer, and the MS Cloud Apps Suite.
The following behaviors are expected of all individuals in the MIM team:
Establish and maintain effective customer relationships.
Act with a sense of urgency in meeting customer needs.
Exhibit excellent listening skills.
State opinions in a way that encourages dialogue.
Seek information and input from subordinates, peers, manager, and senior leaders.
Understanding of metrics for the MIM process.
Use metrics to measure results.
Identify opportunities to improve performance.
Generate innovative solutions.
Deliver prescribed goals to a standard of excellence.
Seek out opportunities for personal development.
Manage priorities effectively.
Match actions to words.
Minimum Qualifications/Position requirements:
Ability and desire to lead the implementation of technical solutions to IT problems in dynamic, high-pressure situations.
Delivers complex messages/subject matter in a style that is appropriate for a broad audience.
Excellent verbal and written communication skills and the ability to interact professionally with a globally diverse group of executives, managers, and subject matter experts.
Developed ability for public speaking, and relaying business critical information to senior leadership on demand.
Writes clearly and succinctly in a variety of communication tools (email, Yammer, presentations, reports, etc.).
2-3 years of experience and continued desire to engage and interact with internal community via social media.
Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into IT operational improvements.
Self-Motivated. Able to work largely unsupervised and see tasks through to completion without regular follow-up
Willingness and ability to join global team meetings during off-hours.
Will be expected to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc. May require additional hours and/or additional/varying work days, possibly with short notice.
Regular weekend on-call rotation required (frequency varies based on staffing and/or business needs).
Must be reliable and dependable and flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times such as Quarter End/Year End.
BA in an operations management discipline or equivalent experience. MBA preferred.
Pittsburgh 12pm-9pm EST
Carlsbad 9am-6pm PST
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.