Major Incident Manager

McLane is one of the largest and most stable supply chain services leaders in the United States. We've been at the forefront of delivering retail and restaurant solutions for convenience stores, mass merchants, drug stores, and chain restaurants for over 125 years. Our vision is to be an agile, innovative, and unified supply chain partner that delivers a superior customer experience, improves the lives of our teammates and community, and produces best-in-class returns.

Manage critical technology incidents, ensuring swift resolution, and continuously improve service desk ticketing system through automation and process enhancements.

This is a hybrid position which will require the candidate to report and work from the office three days a week. Therefore, interested candidates should be within a 50-minute radius from Temple, TX.

Benefits you can count on:

• Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance.
• Paid holidays, earn vacation time, and sick leave accrual from day one.
• 401(k) Profit Sharing Plan after 90 days.
• Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!

Essential Job Functions:

• Lead the response to critical technology incidents, ensuring timely resolution and minimal business impact.
• Establish communication channels and coordinate with various teams to manage incident response effectively.
• Identify opportunities for automation within the service desk ticketing system to enhance efficiency and reduce manual effort.
• Conduct thorough investigations for the root cause of incidents and implement preventive measures and report out to the stakeholders.
• Maintain detailed records of incidents, actions taken, and outcomes to support continuous improvement.
• Train team members on incident management best practices and the use of automated tools.
• Provide regular updates to stakeholders on incident status and resolution efforts.
• Work with internal technology teams to identify support needs for project deployment and rollout.
• Analyze project needs, expectations, and goals to develop ongoing support procedures.
• Other duties may be assigned.

Minimum Skills and Qualification Requirements:

• Bachelor's degree in computer science, information technology or related field preferred.
• Five or more years of experience with service desk ticketing systems and automation tools.
• Proven experience in incident management or a similar role.
• Experience across on-prem and Software as a Service (SaaS) applications and infrastructure preferred.
• Experience with remote support and troubleshooting of automated conveyor systems preferred.
• Knowledge of monitoring and alerting tools including Dynatrace, SolarWinds, and Splunk preferred.
• Strong understanding of IT service management (ITSM) principles.
• Experience with ITIL (IT Infrastructure Library) framework; V2 certification or above preferred.
• Excellent problem-solving and decision-making skills.
• Strong communication and leadership abilities.
• Ability to work under pressure and manage multiple priorities.

Working Conditions:

• Office environment.
• Hybrid.

Candidates may be subject to a background check and drug screen, in accordance with applicable laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.