**Resp & Qualifications** **PURPOSE:** The Major Incident Manager serves as a member of the Major Incident Management team and is responsible for the end-to-end management of assigned IT major incidents. The major incident manager (MIM) is responsible for leading and facilitating the major incident process. The MIM acts as a single point of contact for all parties involved in the incident, such as service owners, technical experts, vendors, customers, and senior management. The MIM coordinates the incident response, communication, escalation, resolution, and post-incident review activities, ensuring that the incident is handled effectively and efficiently. **ESSENTIAL FUNCTIONS:** Host and manage Major Incident management calls to facilitate the restoration of major incidents. Act as One Voice of Technology during Major Incidents providing accurate, concise information and where needed handling conversations at senior stakeholder level. Coordinates Major Incidents and act as an escalation point to ensure timely resolution of incidents within expectations and SLAs. End to end responsibility for the management, communication, escalation, investigation and resolution of incidents, ensuring Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required. Matrix management of people, processes and resources including third parties including resolving conflict to move forward to resolution. Accountable for the efficient and effective execution of the Major Incident Management process. Communicates and collaborates with business partners and IT Staff as per the prescribed frequency. Ensure that all modes of communication are effectively used throughout the incident life cycle. Filter distractions that would hinder or slow down the efforts of the troubleshooting team. Acting as Incident escalation focal point, identifying and resolving conflict and bottlenecks. Document post incident recovery steps in order to establish Root Cause, aid in Process improvements, identify deviations and to enable creation of a Knowledge Base. Ensure all administration and reports are maintained and up to date, including Incident chronology, post major incident reviews, and problem management intake. Implements improvements and strategies to support the objectives of the Major Incident Process. Ensures that the Major Incident Management process is documented and update. Provides governance, functional goal definitions, and critical success factors for the Major Incident Management process focusing on continual service improvement. Driving, developing and managing the major incident process and associated procedures / systems. **SUPERVISORY RESPONSIBILITY:** Position does not have direct reports but is expected to assist in guiding and mentoring less experienced staff. May lead a team of matrixed resources. **QUALIFICATIONS:** **Education Level:** Bachelor's Degree in Information Technology or Computer Science OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience. **Experience:** 5 years software, hardware and/or systems engineering related experience. **Preferred Qualifications:** + 3+ years' experience as a Major Incident/ Recovery Manager. + Proven track record of leading MIM calls towards resolution. + An ability to evaluate and deliver consistent, precise, and appropriate communication about customer impact and technical details to executive leaders and internal business partners. + Strong communication and collaboration skills; rapid grasp of situational context and audience. + Outstanding written and verbal communication skills for internal stakeholders, customers, and third-party suppliers. + Able to negotiate in difficult situations to reach a successful conclusion. + Ability to manage and resolve conflict and able to work effectively at all levels of the organization. + Experience of working and delivering in a high-pressure environment with multiple priorities. + Ability to grasp situational context under fire. + Personal flexibility and agility, with the ability to deal with complexity. **Licenses/Certifications** : ITIL Foundations v3 within 180 Days Preferred. **Knowledge, Skills and Abilities (KSAs)** + Understanding of ServiceNow or similar ITSM tool. + Broad-based technical experience sufficient to advise a diverse group of IT platforms, operating systems, infrastructure and technology environments would be advantageous. + Excellent interpersonal, influencing skills, interacting appropriately with users of many technical skill levels, remaining calm and courteous while working to resolve problems. + Excellent communication skills both written and verbal. Salary Range: $94,392 - $187,473 **Salary Range Disclaimer** The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilites of the position, the candidate's work experience, education/training, internal peer equity, and market and business consideration. It is not typical for an individual to be hired at the top of the range, as compensation decisions depend on each case's facts and circumstances, including but not limited to experience, internal equity, and location. In addition to your compensation, CareFirst offers a comprehensive benefits package, various incentive programs/plans, and 401k contribution programs/plans (all benefits/incentives are subject to eligibility requirements). **Department** Performance and Monitoring Man **Equal Employment Opportunity** CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. **Where To Apply** Please visit our website to apply: www.carefirst.com/careers **Federal Disc/Physical Demand** Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs. **PHYSICAL DEMANDS:** The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted. **Sponsorship in US** Must be eligible to work in the U.S. without Sponsorship. \#LI-LD1 REQNUMBER: 19839