Senior Incident Management

Who we are

With more than 13,000 stores in the U.S. and 84,000 stores globally, it is no wonder 7-Eleven, Inc. has been named an iconic brand. In addition to 7-Eleven stores, 7-Eleven, Inc. also operates and franchises Speedway, Stripes, Laredo Taco Company and Raise the Roost locations.

Since inventing the convenience industry in 1927, 7-Eleven has built a rich 96-year history filled with beloved products like Slurpee, Big Gulp and Big Bite, and fan-favorite holidays like Slurpee Day and Bring Your Own Cup Day.

Now, 7-Eleven is on a mission to contemporize the brand and redefine convenience - and we need your help

How we lead

At 7-Eleven we are guided by our Leadership Principles.

• Be Customer Obsessed

• Be Courageous with Your Point of View

• Challenge the Status Quo

• Act Like an Entrepreneur

• Have an "It Can Be Done" Attitude

• Do the Right Thing

• Be Accountable

Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores.

Work location options: Irving TX; Enon OH

About This Opportunity

We are seeking a highly organized and experienced individual to lead our incident, and critical incident management processes. This individual will be responsible for identifying IT problems using the helpdesk ticketing system and managing outages/critical incidents through resolution, including RCA.

Responsibilities:

• Provides communication, facilitation, recording and management of active critical incidents as well the Root Cause Analysis (RCA) process (Problem Management) and monitoring implementation of corrective actions.

• Assists with design of Critical Incident and Problem Management programs, to include documentation and workflows to ensure they are relevant and current as well as evaluating tools to gain additional efficiencies.

• Collaborates with appropriate leadership and stakeholders to ensure all support guidelines are met as well as to gain an understanding of departmental business structure and requirements, to manage business Playbooks.

• Responsible for providing metrics reporting and analytics for Major Incident and Problem Management, to appropriate Leadership and Committee's. Monitors the effectiveness of the Major Incident and Problem Management program.

• Coordinate and manage outage/critical incidents by coordinating with appropriate teams, technical resources, and vendors, ensuring they are resolved in a timely and effective manner.

• Responsible for timely communication to key stakeholders and key management staff - compose CSA notifications and deliver at set time periods (based on predetermined intervals) to customers and management of the status of the outage.

• Creates reports and statuses to review with executives and develops plans and activities that technical support can execute to prevent service interruption (problem management)

• Collaborate with cross-functional teams to assess the risk and impact of proposed changes and ensure that appropriate measures are in place to minimize disruption to operations.

• Works with the service management team to design and mature analytic performance improvements for Major Incident and Problem Management.

Qualifications (Knowledge, Skills, Abilities)

• Proven experience managing escalations within a Technical Support environment.

• Ability to facilitate and manage cross-team collaboration to solve issues.

• Demonstrated ability to develop strong relationships within complex environments with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data

• Experience creating concise reports for stakeholders following situations/incidents (Incident reports and RCA)

• Industry certifications (PMP, ITIL, Six Sigma) preferred (current or expired)

• Strong background in Incident Management in an IT managed service environment

• Strong knowledge of ServiceNow and general knowledge of multiple Information Technology domains

• Strong written and verbal communication skills

• Bachelor's degree or equivalent

• 5+ years of relevant experience