Manager, Major Incident Management

Position Title: Manager, Major Incident Management (M2)

Company Summary

Crown Castle is the nation's largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand-connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we're the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the S&P 500, and one of the largest Real Estate Investment Trusts in the US, with an enterprise value of ~$100B.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we're an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through ourConnected by Goodprogram. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Role

As a Manager, Major Incident Management, you'll join our Data & Digital team helping us lead, design and build our digital transformation and define what's next for our business-while working in an organization that's continuously investing in data and systems.

The Manager, Major Incident Management will be a key driver for managing the resolution of technical problems with serious consequences to Crown Castle or our customers. This role includes collaborating and partnering across the Company to drive action and foster relationships. The Manager, Major Incident Management is both technically competent and business oriented to create resolution and ensure accurate and timely customer and executive level communications.

Responsibilities

• Manage the team that evaluates all requests for change/major incidents/problems to determine the impact on business processes and IT services, and to assess whether change will adversely affect the operational environment and introduce unacceptable risk.
• Ensure the correct resources are working on the resolution of major incidents appropriate to the severity
• Ensure that incident management processes are followed and that incident post mortems are completed to capture process deviations and areas for improvements
• Perform event analysis, applying the ITIL framework for severity and impact
• Identify when escalation is required and trigger escalation accordingly
• Enhance current processes for change management and ensure that changes follows the complete procedure to ensure minimum disruption to IT services.
• Chair the Change Advisory Board (CAB) and ensure the CAB has the information needed to evaluate changes.
• Establish and enforce major incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes.
• Analyze performance of incident management activities and documented resolutions, identify problems, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Regularly iterate on the problem management process using data gathered about the frequency and severity of incidents.
• Oversee development and dissemination of Knowledge Base articles, usage guides, and FAQs for end users.
• Partner and collaborate with all platform stakeholders to understand, strategize and drive digital solutions which align to business goals.
• Ensure that practices and processes exist and when possible are standardized and repeatable. Look to continuously incorporate process efficiencies and automation opportunities.
• Lead the problem management team as they work to determine the root cause of IT incidents.
• Creatively implement a variety of root cause analysis techniques.
• Track and analyze trends in incident reports and generate statistical reports to inform proactive problem management.

Expectations

• Maintain an awareness of changing organizational conditions and their impact to the strategic objectives, using knowledge to adapt and evolve your approach.
• Exercise influence over a wide variety of individuals at all levels of technical & business leadership
• Demonstrate maturity and ability to communicate at all levels of the company
• Maintain operational awareness, anticipate challenges, be decisive, and exercise sound judgement in stressful situations
• Challenge assumptions and information that does not reflect accurately the situation at hand
• Develop a strong reputation that inspires key stakeholders, presenting ideas in a manner that reinforces credibility and earns trust and respect
• Coach others on how to present themselves and their ideas in a manner that builds credibility and respect
• Provide structure to the team's work and coach teammates on how to organize their work systematically to deliver high-quality outcomes.

Education/Certifications

• Bachelor's degree in Computer Science, Business, Information Systems Management or related discipline; Relevant experience, education, and training will be considered
• Strong knowledge of ITIL; ITIL v3 or v4 certification, preferred

Experience/Minimum Requirements

• 5+ years of experience with leading an enterprise incident management capability
• 2+ years of supervisory experience
• Advanced knowledge of IT service management and reporting software, preferably ServiceNow
• Knowledge and experience working with a wide-range of enterprise technologies, including but not limited to distributed services, SQL and Oracle database architecture, Network infrastructure, Telephony infrastructure, Mainframe hardware and platforms, Middleware, Storage, cloud-based file sharing, Proxy servers, web architecture and various virtualization infrastructure
• Extensive experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
• Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state
• Ability to maintain calm during stressful situations
• Self-starter: seeks new and creative ways to deliver results for customers andproactively identifies opportunities for continuous improvement

Working Conditions: This is a remote role with the expectation of on-site collaboration with teammates and stakeholders for moments that matter.Travel up to 20% may be required. You must be able to work outside of normal business hours (weekends, holidays, & evenings) as needed.

Additional Information: Crown Castle has a COVID-19 Vaccine Policy in place requiring vaccination by your employment start date, unless approved for an accommodation or otherwise prohibited by law.

For New York City residents the expected salary range is between$93,840 - $134,895.

For Colorado residents, the salary range for this role is $93,840 - $134,895 + annual incentive + RSU + benefits: 401(k) plan, PTO, healthcare (medical, dental, vision, and prescription drug), tuition reimbursement, Employee Assistance Program.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)