SCIS Manager, Global

Position: SCIS Manager, Global Support
Location: Rosemont

This job is with Coca-Cola, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Position Responsibilities:

Manage a team of on-shore and off-shore support analysts across multiple time zones to provide follow-the-sun support coverage.
Develop, maintain, implement and improve global incident management processes and workflows in accordance with ITIL best practices by collaborating with senior leadership and cross functional teams.
Lead/facilitate major incident response efforts around BI global reports and other SCIS data assets and applications, including incident/communication of bridge calls, root cause analysis, and post-mortem reviews.
Define vendor Service Level Agreements and monitor vendor performance through the tracking of standard global support metrics such as incident resolution time, ticket volumes and service/system availability.
Serve as the central point of contact for critical incidents, ensuring professional, timely and transparent communication with stakeholders.
This role may work weekends or on demand in the event of critical support emergency.
Other duties as assigned.
Required

Education and Experience:

Bachelor’s Degree in IT, Supply Chain or related field with 6 plus years of experience in incident management and/or IT service management with 3 plus years of leadership experience.
6 plus years of experience in incident management and/or IT service management, during which the following capabilities were demonstrated:  Implemented and executed ITIL-aligned incident management processes
Leveraged enterprise-level incident management tools (e.g. Service Now)
Drafted support communications for key internal and external stakeholders
Implemented technical solutions to proactively monitor key systems or workflows.
Developed and/or used performance metrics to track incident management performance and identify improvement opportunities
Developed and/or curated support knowledge content (e.g. knowledge articles, training materials)

Preferred

Education and Experience:

Master’s Degree or other Graduate Degree
Experience managing a global team
Experience as part of a large global or multinational enterprise
Experience in supply chain planning and/or logistics
ITIL Certification
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