Incident Manger

Albertsons Distribution Center   •  

Phoenix, AZ

Industry: Professional, Scientific & Technical Services


Less than 5 years

Posted 52 days ago

Job Description

Albertsons-Safeway Company is one of the largest food and drug retailers with2,300+ stores. The Albertsons-Safeway family of brands includes some of themost prominent brands in food retailing, with a growing base of loyal shoppers. Thanks to the professionalism, diversity, spirit and friendliness of our people, we have locations across the U.S.

The Information Technology Department has an opening for an Incident Manger. This position is located in Phoenix, Arizona.

Position Purpose

The Incident Manager (IM) is responsible for the effective restoration of services during a critical outage

service interruption. Implementation of major incident guidelines for restoring services to normal. Carries out

corresponding reporting on key metrics. The IM represents the first stage ofescalation for major incidents.

Key Responsibilities include, but are not limited to:

  • Restoring a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained
  • Facilitate the outage calls and ensure that all the required resources are engaged to work a high priority incident.
  • Ensuring that effective communication is maintained with the Executives, Business Leadership during a high priority incident.
  • Responsible for monitoring and operating multiple IT platforms.
  • Must have a solid understanding of all key ITIL disciplines and processes.
  • Drives service restoration for all major service interruptions.
  • Works toward continuous operational and process improvement while maintaining 100%compliance with quality and legal standards.
  • Must have a high degree of technical knowledge to understand theenvironment and provide Management updates when needed.
  • Understanding of IT impact to the business and raises alternatives workarounds.
  • Responsible for technical and service monitoring, detecting and incident handling for all technology related incidents.
  • Collaborates with other teams and customers to improve service and increase value of Data Center Operations.
  • Reports to Management on service interruptions and impact to Customer base.
  • Supporting High Priority Incident Management reporting (KPIs and customer SLAs).
  • Assists the High Priority Incident Management Process Owners in driving Service Management best- practice and ITIL process standardization.
  • Assists the High Priority Incident Management Process Owner in identifying and planning for Major Incident Management process improvement projects.
  • Drives implementation of standard execution of the High Priority Incident Management process.


  • Bachelor's Degree in related Field
  • Requires 3+ years work experience as an incident analyst/manager in a large, enterprise environment
  • ITIL v3 Foundations certification is required.
  • Must have working knowledge of Data Center automation and monitoring, including service level-based monitoring.
  • In-depth knowledge and proven experience in troubleshooting, problem determination, root cause analysis and rapid problem resolution.
  • Must be knowledgeable on complex networks, open systems and mainframe computing services.
  • Must have a thorough understanding of ITIL; Incident, Problem, Change, Configuration Management principles.
  • Previous retail experience desired.
  • Must possess strong leadership abilities and able to lead service restoration efforts across the organization.
  • Good understanding of production IT Environment and IT Operations.
  • Strong communication skills required; written and oral communications.
  • Demonstrates a high level of energy, results driven and able to workunder pressure.
  • Experienced in leading special projects and tasks that support Data Center Operations.
  • Must have working knowledge of Data Center automation and monitoring, including service level-based monitoring.
  • Ability to effectively communicate to Sr. IT and Business on problem statusand approach to corrective action.
  • Ability to support change while motivating and mentoring others.

Diversity is fundamental at Albertsons-Safeway. We foster an inclusive working environment where the different strengths and perspectives of each employee is both recognized and valued. We believe that building successful relationships withour customers and our communities is only possible through the diversity of our people. A diverse workforce leads to better teamwork and creative thinking, as well as mutual understanding and respect.

The Albertsons-Safeway policy is to provide employment, training, compensation, promotion and other conditions of employment without regard to race, color, religion, sexual orientation, gender identity, national origin, sex, age, disability, veteran status, medical condition, marital status or any other legally protected status.

We support a drug-free workplace -- all applicants offered a position are required topass a pre-employment drug test before they are hired.