Major Incident Manager Position Available In Fulton, Georgia

Major Incident Manager Information Technology Senior Management Forum Atlanta, GA Posted Date 5/08/2025 Description The Major Incident Manager (MIM) leverages industry best practices and tools to handle all high and critical business-impacting technology events, ensuring they are resolved efficiently. This role supports the goals of quality, stability, and security for Enterprise Operations’ services across Cox Automotive.

Key Responsibilities:

Manage high, critical, and limited business-impacting events to resolution, ensuring alignment with the quality and stability objectives for Cox Automotive Technology’s services across all Cox Automotive products. Play a pivotal role in process management including service strategy setting, service design, transitioning services to production, operations, and continuous improvement. Coordinate with infrastructure and delivery teams to mitigate unplanned events or service interruptions, assess scope and impact, assign priority ratings, and lead efforts to reduce production impacts. Engage leadership and provide timely updates. Utilize a blend of analytical, technical, and communication skills effectively in a team-based setting. Communicate the customer/business/technical impact, status, and resolution to internal stakeholders in real-time. Ensure timely and accurate documentation of incident timelines, scopes/impacts, resolutions, and other quantifiable properties for record-keeping and post-incident reviews. Oversee the Incident Management Process governance. Provide governance and administrative support for Leadership paging and Incident Communication tools. Participate in a scheduled work shift and rotating on-call rotation to maintain 24x7x365 coverage. Manage the inventory of organizational knowledge assets.

Qualifications:

Minimum :

Bachelor’s degree in Computer Science or a related discipline and 2 years’ experience in Information Technology Operations performing IT Service Management activities The right candidate could also have a different combination, such as a master’s degree and up to 2 years’ experience; or 6 years’ experience Information Technology Operations performing IT Service Management activities Experience managing major incident processes in complex environments, inclusive of drafting and distributing wide-scale executive summary communications regarding major incidents Experience leading high-priority, cross-functional technical bridges and coordinating incident response across infrastructure, application, and support teams Hands-on experience using incident management and communication tools, such as ServiceNow, PagerDuty, or equivalent platforms

Preferred:

Proven experience managing comprehensive major incident processes and tools. Proven experience overseeing major technology events in complex settings, including drafting and distributing broad executive summary communications. Experience conducting, contributing, or participating in Post-Incident Reviews and maintaining accurate, detailed incident documentation (impact, resolution, timeline, lessons learned) ITIL v4 Foundations Certification. Experience in Organizational Communications. About Cox Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses

• which includes Cox Automotive and Cox Communications
• is forging a better future for us all. Ready to make your mark? Join us today!
• Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer
• All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Type Full-time