Lead Incident Manager

If you have an interest in being part of one of the fastest growing industries in the nation in you may consider wanting to work for Trulieve! If you have a desire to help others in need through your efforts, this may be the role for you! 

At Trulieve, we strive to bring our patients the relief they need in a product they can trust. Our plants are hand-grown in an environment specially designed to reduce unwanted chemicals and pests, keeping the process as natural as possible at every turn.

Our products are designed to alleviate seizures, severe and persistent muscle spasms, pain, nausea, loss of appetite, and other symptoms associated with serious medical conditions such as cancer.

Our specially trained staff works hand-in-hand with physicians to provide the right products and the correct dosage to ensure patients get the compassionate care they need.

To learn more about our company, please visit our website; 

https://www.trulieve.com

Requisition ID:  17086 

Remote Work Available: Yes 

Position: Lead Incident Manager
Location: Remote/East Coast, United States
Department: IT Infrastructure
Reports to: IT Service Management (ITSM) Leader

Job Summary:
The Lead Incident Manager (LIM) is at the forefront of managing critical outages and Severity 1 and 2 incidents that impact on our business's Ecommerce, ERP (Enterprise Resource Planning), and all vital systems to ensure uninterrupted operations. The LIM is responsible for leading and facilitating the major incident process, and he/she acts as the single point of contact for all parties involved in the incident, including technical experts, vendors, customers, and leadership. The LIM coordinates the incident response, communication, escalation, resolution, and post-incident review activities to ensure that the incident is managed effectively and efficiently.

As an integral member of the IT Service Management Team, this role is central to preserving the operational integrity of our company's critical systems and demands a professional with a keen sense of urgency, the ability to take control during outages, and drive towards swift resolution while keeping key stakeholders informed. The LIM will be instrumental in maintaining our company's reputation for reliability and customer satisfaction.

Key Responsibilities:

• Plan, lead, and coordinate all activities involved in the incident management process for major incidents, including SWAT Call/War Room commencement, triage, communications, and third-party escalations, ensuring rapid resolution to minimize business impact.
• Establish and oversee communication channels, such as conference bridges and war rooms, during incidents.
• Demonstrate a proactive, assertive, and decisive approach during major incidents; assume responsibility of the War Room and drive solutions without waiting for direction.
• Ensure effective communication and coordination with technical teams, management, vendor partners, and key stakeholders throughout the incident lifecycle.
• Establish and manage a Major Incident Team (MIT) to ensure efficient incident resolution.
• Responsible for the escalation of major incidents to IT teams, Senior and Executive Leadership, and external partners to ensure appropriate awareness, engagement, and focus.
• Ensure publication of accurate and timely initial and subsequent communications (Tech Comms and Microsoft Team Chat updates) regarding incident status, impact (if known), interim solution/workaround, resolution, etc. to relevant audiences (Senior and Executive Leadership, internal Stakeholders, and Facilities/Retail).
• Schedule and facilitate Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement.
• Ensure a Root Cause Analysis (RCA) is conducted, the appropriate RCA documentation is published, and applicable Problem/Defect Incident tickets are generated and resolved.
• Establish and evaluate high-level service and infrastructure dashboards and address identified anomalies.
• Identify opportunities and takes ownership for automation and/or continuous improvement of Major Incident Management process steps and best practices.
• Develop, maintain, and enforce incident management policies, procedures, documentation, and metrics.

Skills:

• Strong analytical and problem-solving abilities.
• Excellent organizational and multitasking capabilities.
• Ability to collaborate effectively with IT teams and stakeholders.
• Proficiency in incident management software and communication tools.

Qualifications:

• Proven experience as a Major Incident Manager or in a similar role within a large enterprise environment.
• In-depth knowledge of IT service management and incident management processes.
• Exceptional leadership, coordination, and communication skills.
• Capacity to work under pressure and manage high-severity incidents effectively.
• Familiarity with Ecommerce and POS platforms and the critical systems that support business operations.
• Experience with ITSM tools and incident tracking systems.

Expectations:

• Ensure a swift and organized response to incidents, minimizing disruption to business and customers.
• Ensure the resolution of the issue/outage via workaround or permanent fix swiftly and efficiently.
• Uphold the stability of IT services and support business continuity.
• Lead the assembled MIT with confidence and authority during high-pressure situations.
• Maintain up-to-date and accurate records ensuring that the Major Incident Team (MIT) can quickly reference historical incidents and apply proven solutions, facilitating a more efficient and effective response to future incidents.
• Maintain clear, effective, and timely communication with all involved parties during an incident.
• Ensure the overall administration, workflows, reporting, and dashboards are maintained and kept up to date, including contact information, technical diagrams, Post Major Incident Reviews, and Root Cause Analysis

Experience:

• Strong leadership and decision-making skills.
• Possess a record of successfully managing major incidents in a high-stakes environment.
• Proficiency in IT Service Management (ITSM).

• Proficiency in incident response and reporting, infrastructure, metrics, production environments, managing technical issues, client-facing solutions, and a working knowledge of network operations.

• Experience in dealing with high-pressure situations, including direct communication with Executive and C Suite level audiences, is highly desirable.

Salary will be commensurate with experience.   A comprehensive benefits package including paid time off is offered with this position. This position will work an average of 40 hours per week and will be available “after hours” if an emergency situation should arise.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.