Cencora, previously known as AmerisourceBergen, is a leading global pharmaceutical solutions organization centered on improving lives. Ranked #21 on the Global Fortune 500, our team members are united in our responsibility to create healthier futures.
Our Shared Service Center in Lithuania is experiencing rapid growth and we have many diverse and exciting roles in Customer Service, Operations, IT, Finance and HR. Join us and make a positive impact on human and animal health.
Job Details
The Major Incident and Problem Manager plays a critical role in managing and resolving major incidents and problems within the IT infrastructure. This position requires working closely with executive leadership to ensure the effective handling of incidents, minimizing impact on business operations, and driving continuous improvement in incident management processes. Within our organization we facilitate and run Major Incident calls in a commander role capacity.
Responsibilities:
- Collaborate with Executive Leadership: Work closely with senior management to align incident management strategies with business goals.
- Incident Management: Monitor ticket queues, investigate issues, facilitate resolution of major incidents, and ensure timely communication across teams.
- Problem Management: Identify, assess, track, and mitigate problems. Perform root cause analysis to prevent future incidents. Run technical calls
- Risk and Security MIM Call Management: Identify, assess, track, and mitigate problems. Perform root cause analysis to prevent future incidents. Run technical breakout calls and forum on ad hoc basis to assist/align direction of security teams.
- Continuous Improvement: Drive process improvements to enhance service delivery and increase customer satisfaction.
- Vendor Collaboration: Work with vendor partners and internal IT teams to resolve technical issues efficiently.
- Performance Monitoring: Track service performance against SLAs and OLAs. Implement improvements as needed.
- Author and maintain documentation related to major incident activities, including Knowledge Base Articles, Method of Procedures (MOPs), Transition documentation, and Standard Operating Procedures (SOPs).
- Customer Relations: Handle escalations professionally and maintain strong relationships with internal clients.
Education:
- Bachelor's or Master's Degree in Computer Science, Information Systems, Business Administration, or related field; or equivalent work experience.
- ITILv4 certified is a plus but minimal ITILv3
Skills and Knowledge:
- Minimum of 7 years' experience in IT or business/industry work environment.
- At least 7 years' experience in Leadership roles within IT or ITSM service functions.
- Strong analytical and problem-solving skills.
- Ability to present, lead and discuss strategies and technical information in a manner that establishes rapport, persuades others, and gains understanding.
- Technical background or capacity to understand complex technical issues.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational skills with attention to detail.
- Knowledge of ITIL Foundation principles.
- Familiarity with Microsoft Operating Systems, Networking, Active Directory, VMs, and DNS. Linux experience is a plus.
- Application experience with SNOW, MS Teams, and MS Excel. Comfortable with notetaking and able to create process documents in Confluence. Infoblox and BlueWorks are a plus.
- Understanding of the Software Development Life Cycle (SDLC).
- Effective team player with excellent interpersonal skills.
- Proven ability to quickly learn and adapt to new technologies, while ensuring you stay current with our evolving IT landscape.
- Participate in out-of-business-hours support duties as part of an on-call rotation schedule.
- Lead ad-hoc tasks and projects related to major incident management as needed.
Salary: 3,699 - 5,285 eur gross (monthly)
What Cencora offers
We offer a competitive annual bonus, life insurance from Day 1, a best-in-class health insurance package, and up to 6 fully paid benefit days a year. As a Cencora employee, you have the benefit of our referral bonus scheme, our boundless learning opportunities and our global Employee Assistance Program. We have a wonderful office location in Quadrum, equipped with everything you need for a small break at work and fresh snacks at all times. Become part of our purpose-driven, multicultural team now and help us create healthier futures
Full time
Gross Salary Range (Monthly)
Affiliated Companies:
Affiliated Companies: World Courier (Lithuania) UAB
Top Skills
What the Team is Saying
What We Do
Cencora is a leading pharmaceutical solutions organization centered on improving the lives of people and animals everywhere. With 46,000+ global team members, we have the opportunity to make a positive impact on healthcare in communities everywhere.
Our team members are empowered to activate their careers through a collective of tools and resources designed to support individual career interests and aspirations. We value our listening culture that actions real outcomes and our team members appreciate and recognize one another for contributions that are making a meaningful global impact.
No matter what your role is here, the work we do together has meaning. When you join our team, you become a crucial part of a greater purpose. We’re committed to supporting you personally and professionally, so we can achieve more together at the center of health.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
