IT Factory Incident Project Manager

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.

The Incident Manager is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers. Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption. Works closely with the other incident managers, problem managers and SRE to identify and minimize the cause/effect relationships between incidents, changes and problems.

This role will be located in Normal, IL and report to MFG Systems Support Manager.

• The Incident Manager is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers.
• Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption.
• Coordinate root cause analysis meetings.
• Works closely with the other incident managers/owners, to drive the meetings to identify and minimize the cause/effect relationships between incidents, changes and problems
• Efficiently manage P1/P2 Incident lifecycle via execution of the Major Incident Management process tasks and coordination of process activities, documentation and communication across internal and external stakeholders throughout the workflow.
• Coordinate, facilitate, communicate across teams/resources across multiple channels to drive resolutions.
• Responsible for documenting the complete incident timeline.
• Conduct data analysis and provide input regarding incident/major incident trends.
• Drive completion of action items generated by the incident investigation process.
• Stay current with emerging trends and best practices in service management.
• Work with other team members to give input to and support our other incident and problem management processes.
• Complete ad-hoc and ongoing projects on an as-needed basis

• 1 year of experience supporting Relativity or 1 year of experience in technical operational/support role(s), or involved in Incident Management and/or Problem Management
• Extremely organized, attention to detail, great with time management
• Strong interpersonal and communication skills with ability to effectively communicate, build advocacy and negotiate at all levels and translate technical terms into business impact with both internal and external customers.
• Ability to work under pressure in a fast paced environment
• Flexibility to accommodate off hours conversation or work with local and international offices
• Customer Service, Information Technology (IT) Services, IT Service Management (ITSM), Process Improvements, Project Management, Risk Management, Service Level Agreement (SLA), Service Levels, Services Management, Vendor Management.
• Ticketing systems (e.g., Jira, Service Now)

The salary range for this role is $71,000 - $88,800 for Illinois based applicants. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, experience, skills, geographic location, shift, and organizational needs.

The successful candidate may be eligible for annual performance bonus and equity awards.

We offer a comprehensive package of benefits for full-time and part-time employees, their spouse or domestic partner, and children up to age 26, including but not limited to paid vacation, paid sick…