Thermo Fisher Scientific IT Manager, Major Incidents in Waltham, Massachusetts

Job Description

Job Title: IT Manager, Major Incidents

Requisition ID: 77890BR

When you join us at Thermo Fisher Scientific, you’ll be part of a smart, driven team that shares your passion for exploration and discovery. With revenues of $22 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

Location/Division Specific Information

US - Pennsylvania – Pittsburgh

US - California – Carlsbad

US - Massachusetts – Waltham

United Kingdom – Paisley

How will you make an impact?

We have a great opportunity for a talented leader to take a role with our Major Incident Management (MIM) team. The MIM team is the central player in our service restoration efforts following disruptions to our critical IT systems, and they are responsible for creating and managing the appropriate environment for the technical and business support teams to focus on business impact mitigation and service restoration. The Manager for this team has a key role in our Enterprise Technology & Operations organization with responsibility for this very visible program. Setting program strategies and priorities, overseeing the team, looking for and implementing ways to improve our event handling, and communicating and coordinating with a wide range of both technical and line of business staff are all daily occurrences in this exciting job.

What will you do?

  • Responsible for the day-to-day management of the MIM team. This is a 24 x 7 x 365 on-call team, with a staff of 5 world-wide and working in a “follow the sun” support structure.

  • Leads and participates in an internal process of continuous improvement around the handling of and communications around Major IT incidents. The key to this program’s success has been its focus on minimizing the impact of the events to the line of business; the team must be at its best and always looking for ways to help improve the company’s response to emergency situations.

  • Counsels, mentors and develops members of the team to help them achieve their professional growth and career development goals. This is a tightly functioning, high performance team working in a very collaborative and supportive environment.

  • Provide quality oversight of Major Incident calls to ensure the continued effectiveness of the MIM response. Will be expected to participate in the calls, observing and providing offline feedback to the individual on their performance as the MIM managing the call. May be required to assume direct MIM responsibilities for a call as the circumstances direct.

  • Sets and reports on SLA metrics for both the MIM team’s performance in the management of the events, but more importantly on the overall performance of the IT team as a whole. A key deliverable here is the creation of a briefing for the semi-monthly IT Senior Leadership Team (IT SLT) Operational Review reporting on the technical and business impact of all recent Major Incidents.

How will you get here?


  • Bachelor’s degree in Information Systems Management or Business Administration with a focus on technical organizations is desired. 3 years of additional direct and applicable professional experience may be substituted.


  • Experience with incident handling

  • A well-developed ability for public speaking; candidates must show the ability to politely and respectfully control the flow of a dialog and events in pursuit of a successful outcome.

  • Ability to write clearly and succinctly using a variety of communication tools (presentations, reports, blogs, tweets, etc.) with results suitable for a diverse audience.

  • Experience in the statistical analysis of business data is highly desired. Prior work with Key Performance Indicators and Business Impact metrics is a definite plus.

  • Experience working in dynamic and high pressure situations

  • Prior IT support experience or a broad technical knowledge base would be helpful

Knowledge, Skills, Abilities

  • Works calmly and logically through high-pressure situations. This is the key foundational requirement for this position.

  • Must be reliable, dependable and flexible regarding adjustment of work hours to ensure proper staff coverage during planned and unplanned absences on the team, or during special business processing periods such as Quarter End/Year End

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

Apply today!

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.