Major Incident Management Analyst

• Lead the execution of best-in-class practices for the major incident management (MIM) response team.
• Ensure the quality and effectiveness of MIM processes ensuring compliance with related procedures data models policies and technologies.
• Manage the rapid response for major incidents ensuring proper execution across IT teams vendors and stakeholders.
• Oversee the communication lifecycle for major incidents ensuring timely accurate and clear updates through appropriate channels. This includes communication with senior executives (e.g. CIO CTO SVP VP).
• Collaborate with Executive Leadership to provide guidance and recommendations on major incident responses as needed.
• Coordinate with Service Desk(s) Command Center Service Delivery teams suppliers and Infrastructure/Application support teams for seamless execution of major incidents.
• Maintain adherence to ITIL standards ensuring that governing monitoring and assessment processes are continuously followed.
• Proactively identify trends and potential issues in the environment collaborating with IT functions to implement preventative measures.
• Drive continuous improvement initiatives focusing on optimizing supplier performance and collaborating with IT Operations to improve business outcomes.

• Bachelor's degree in Computer Science a technical field or Business Administration. Equivalent certifications/experience will be considered.
• 3+ years of experience in a relevant technical or incident management role with experience leading teams.
• Proven ability to manage and execute mid to large projects independently from initiation to closure.
• Experience in developing maintaining and enforcing policies procedures standards and guidelines.
• Strong understanding of IT infrastructure and application operations.
• Excellent analytical leadership and presentation skills with the ability to communicate effectively at all levels of the organization.
• Ability to manage priorities and drive issues to resolution ensuring timely delivery of tasks and objectives.
• Familiarity with both Waterfall and Agile development methodologies.

• Postgraduate degree or advanced training/certifications in relevant fields.
• 2+ years of experience working with Agile teams and in a Product/Platform-based operating model.
• ITIL v4 Foundation certification.
• Retail or grocery industry experience is a plus.
• Up-to-date knowledge of current IT trends and innovations.
• Previous experience in Major Incident Management at a mid- or large-sized organization.

What We Do

Ahold Delhaize USA a division of global food retailer Ahold Delhaize is part of the U.S. family of brands which includes five leading omnichannel grocery brands – Food Lion Giant Food The GIANT Company Hannaford and Stop & Shop. Our associates support the brands with a wide range of services including Finance Legal Sustainability Commercial Digital and E-commerce Technology and more. Our team includes some of the best and brightest talent from a variety of backgrounds ranging from decades-long careers in retail to fresh perspectives from outside our industry. With a purpose-driven culture grounded in our values of courage care integrity teamwork and humor we are committed to fostering a culture of belonging where everyone is valued. Our team shares a common motivation to drive change take ownership and enable the brands we support to nourish their customers and communities. We thrive on supporting great local grocery brands and their strategies. As part of the largest grocery retail group on the East Coast we understand our vital role in enabling healthier people and a healthier planet and have an ongoing commitment to driving sustainable change that leads to a thriving food system nourishes local communities and creates a better world.

Why Work With Us

We love fresh perspectives not just fresh produce. We believe that an inclusive workplace fosters creativity accelerates innovation and helps us create an even better product. At Ahold Delhaize USA you’ll find coworkers who are caring and committed and who focus on dreaming big and getting things done.

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