Job Description

How will you make an impact?
In support of IT service restoration for the Global enterprise, the Major Incident Manager (MIM) will initiate and lead Major Incident conference calls in response to critical business impacting IT outages. This position in our follow-the-sun model is expected to be online during standard business hours CET. Candidate must be willing and able to participate in a regular weekend on-call rotation with other team members, and may be asked to assist with coverage for other regional MIMs during their normal working day due to absence, holiday, etc. Key Responsibilities During the Major Incident Conference Call the MIM will:

• Assess business impact using sound customer facing judgment.
• Instill confidence in senior business and IT leadership throughout the call by maintaining a sense of urgency toward impact mitigation while remaining calm, positive, and customer focused.
• Provide verbal and written business impact updates to senior business and IT leadership.
• Collect all Major Incident details and update all necessary documents and databases in real-time.

The following behaviors are expected of all individuals in the MIM team:

• Establish and maintain effective customer relationships.
• Act with a sense of urgency in meeting customer needs.
• Exhibit excellent listening skills.
• State opinions in a way that encourages dialogue.
• Seek information and input from subordinates, peers, manager, and senior leaders.
• Understanding of metrics for the MIM process and use metrics to measure results.
• Identify opportunities to improve performance.
• Generate innovative solutions and assist in delivery of prescribed goals to a standard of excellence.
• Seek out opportunities for personal development.
• Manage priorities effectively.

Outside of Major Incident events, the MIM will:

• Work with the technical and business leaders from completed incidents to ensure all relevant details of the event, including metrics and impact, are captured and documented.
• Engage in dialog and training with our technical, business and business support colleagues around the Major Incident program, and the roles, responsibilities, and expectations for response by all involved.
• Assist in the collection, maintenance and analysis of metrics collected during and after Major Incident events. Employing PPI principles and methodologies to help the technical and business support teams reduce business impact duration by improving the response to crisis. The following behaviors are expected of all individuals in the MIM team.

Minimum Qualifications/Position requirements:

• Ability and desire to lead the implementation of business continuity and technical solutions to IT problems in dynamic, high-pressure situations.
• Delivers complex messages/subject matter in a style that is appropriate for a broad audience.
• Excellent verbal and written communication skills and the ability to interact professionally with a globally diverse group of executives, managers, and subject matter experts.
• Developed ability for public speaking, and relaying business critical information to senior leadership on demand.
• 2-3 years of experience and continued desire to engage and interact with internal community.
• Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into IT operational improvements.
• Will be expected to assist with coverage for other regional MIMs during their normal work day due to absence, holiday, etc. May require additional hours and/or additional/varying work days, possibly with short notice.
• Regular weekend on-call rotation required (frequency varies based on staffing and/or business needs).
• Must be reliable and dependable and flexible to changing shifts to ensure proper staff coverage during planned and unplanned absences or special business processing times such as Quarter End/Year End.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Apply today! http://jobs.thermofisher.com 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. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Accessibility/Disability Access Job Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for those requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255*. Please include your contact information and specific details about your required accommodation to support you during the process