Technical Incident Manager

Sonoco Products Company:

Headquartered in Hartsville, SC, and founded in 1899, Sonoco is a global consumer, industrial, healthcare, and protective packaging provider. With annualized net sales of over $7 billion, the Company has approximately 20,000 employees working in over 300 operations in 34 countries, serving some of the world’s best-known brands in some 85 nations. Sonoco is committed to creating sustainable products, services, and programs for our customers, employees, and communities that support our corporate purpose of “Better Packaging. Better Life.” The Company was listed as one of Fortune’s World’s Most Admired Companies 2021 and included in Barron’s 100 Most Sustainable Companies for the third year in a row. For more information, please visit www.sonoco.com.

Full Job Description

Technology Incident Manager will own the Incident Process, have a good understanding and breadth of ITSM technology, to lead discussions with key stakeholders and achieve accurate root cause, permanent fix, workaround, known error, lessons learned, etc., as well as be available to step into all aspects of ITSM (Change, Release, Incident, Problem, etc.)

Working for a Sonoco IT Operations Team, the Incident manager will help lead the process identification and definition along with writing the processes, Ways of Working with all stakeholders and define a matrix. The incident manager is also responsible for maintaining SLA, improving MTTR (Mean Time to Resolve), and showing urgency and command over the incident bridge.

The Incident Process includes creating Problem and Incident tickets, coordinating between teams, and documenting each issue with full details while driving each toward a solution. Responsible to analyze historical alerts, incidents, and problems to identify thematic patterns and trends. Issues will range from simple outages to major SEV 1 events that cause major impacts across the whole organization. It will be critical to detail each event for audit readiness, prevent service interruptions, and minimize the impact.

This role will involve working collaboratively with all participants across the organization and will also work with IT management to improve the Incident and Problem Process. This role will also involve working to establish processes for future issues and the analysis of metrics and past events to discover trends.

Responsibilities:

• Lead Major Incident calls and drive resolution and RCA with product teams - drive processes from beginning to end
• Ability to address multiple problems and incidents and own each throughout the lifecycle with full documentation
• Ensure that root-cause is established for all major incidents and that a formal RCA is detailed and published
• Manage relationships and coordinate work between different teams remotely
• Weekly Incident and Problem Reporting with retrospective analysis
• Negotiate, plan, and manage all problems and incidents
• Maintain the Problem and Incident database in ITSM tool and ensure alignment across multiple stakeholders
• Continually work towards making improvements in the Problem and Incident process
• Lead and co-ordinate meetings to discuss major problems/incidents
• Lead Post Action Review meetings with stakeholders to build detailed reports of the event
• Own Incident process
• Escalating major problems and incidents to stakeholders to drive resolutions and fixes
• Aligning and reporting on Key Performance Indicators (KPI's)
• Strong analytical, problem-solving, and decision-making capabilities
• Attend training and obtain certifications to keep up with changes in technology
• Training and helping users navigate the Problem and Incident database
• Strong ITSM and ITIL skills
• Write down Major Incident Management (MIM) processes and implement improvements

Requirements:

• Associates Degree in Computer Science or equivalent experience
• 7-8 years of previous incident experience
• Experience in information systems operations environment in systems analysis or development
• Minimum of 3 year of experience managing an ITIL system
• Knowledge of software development lifecycle
• Experience with ITSM best practices
• Experience or familiarity with agile development and testing methodology
• Flexibility to think strategically as well as provide hands-on assistance and to support the organization in rapidly evolving requirements
• Excellent written and oral communication skills
• Experience with Process development, definition and technical writing
• Demonstrated ability to coordinate cross-functional work teams toward task completion
• Demonstrated effective leadership and analytical skills
• Desire and willingness to work in a collaborative, innovative, flexible, and team-oriented environment
• Ability to work calmly and constructively under pressure and meet deadlines; the ability to manage and keep track of multiple tasks/projects simultaneously

Preferred:

• Bachelor's Degree in computer science, Information Systems, Business Administration or other related field, or equivalent work experience.
• ITIL V3/V4 Foundation Certification
• Project Management experience
• Experience with ITSM tools (Service Now, BMC Remedy, etc.)
• Ability to align and report on Key Performance Indicators (KPI's)Problem solving, Service Level Agreements (SLA), analytical and time management skills
• Familiar with Audit readiness and preparation of audit documents

Schedule:

• 8-hour shift with on-call need 24X7

License/Certification:

• ITIL Certification (Preferred)

Benefits

• Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
• 401(k) retirement plan with company match
• Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
• Paid time off and holidays to recreate, rejuvenate and care for the health of yourself you’re your family
• Variety of company-paid and voluntary employee-paid insurance plans, including life, personal accident, and disability insurance
• Tuition reimbursement

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.

At Sonoco Products Company, we offer a comprehensive total rewards package, including competitive pay and benefits:

Benefits

• Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options
• 401(k) retirement plan with company match
• Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services
• Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family
• Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance
• Tuition reimbursement