Major Incident and Problem Manager Lead

At Jabil we strive to make ANYTHING POSSIBLE and EVERYTHING BETTER. We are proud to be a trusted partner for the world's top brands, offering comprehensive engineering, manufacturing, and supply chain solutions. With over 50 years of experience across industries and a vast network of over 100 sites worldwide, Jabil combines global reach with local expertise to deliver both scalable and customized solutions. Our commitment extends beyond business success as we strive to build sustainable processes that minimize environmental impact and foster vibrant and diverse communities around the globe.

JOB SUMMARY
As the central point of contact provide highly-valued strategic consulting level support and guidance throughout key IT initiatives. Facilitate and serve as a lead for the planning and execution of initiatives to enable Jabil to achieve objectives through the effective use of technology. Communicate decisions, priorities and relevant project information to appropriate levels of staff regarding service requests, projects and initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
·         Manages stakeholders’ perceptions and expectations with all IT services and capabilities.
·         Advocates for the business and external customers driving requirements conversations and requirements definition for presentment to IT solution architects.
·         Advocates for and represents Jabil's IT capabilities, tailored solutions, and services delivered to the business
·         Maintains a deep understanding of the businesses' and IT’s strategic vision
·         Advises on options, risks, costs versus benefits, and impacts on end-user products and services, business processes and system priorities.
·         Fosters alignment of IT capability and service delivery with business objectives and strategic roadmap
·         Map priority of IT projects and requests to the strategic roadmap
·         Maintains oversight for all IT services and solutions provided to assigned business and external customers and driving for high-quality service delivery and customer satisfaction.
·         Ensures best quality outcomes and value resulting from the provided IT services and solutions.
·         Facilitates analysis of technology trends to determine impact to the achievement of customer goals.
·         Maintains awareness of changes to Jabil strategy, goals and processes to ensure requirements appropriately reflect the need of the customer.
·         Negotiates agreements and commitments by facilitating communication between business stakeholders and IT from initial requirements to final delivery.
·         Recaps (monthly, quarterly, and annually, as needed) IT performance.
·         Ensures stakeholder’s expectations are set and identifies and resolves disconnects through negotiation or governance mechanisms.
·         Fosters a positive environment with IT services, Operations, Finance and BU teams
·         Ensures IT ownership of implemented solution(s)
·         Understands financial KPIs and impact of IT investment(s) on business results
JOB QUALIFICATIONS
KNOWLEDGE REQUIREMENTS
·         Strong Technical skills and/or Strategic Skills
·         Strong Analytical skills and Quality Standards
·         Commitment to Customer Service
·         Proven success in Project Management of global related projects
·         Ability to participate in projects to ensure global readiness
·         Experience in ensuring processes/people are in place to support regional and global areas of responsibility
·         Strong knowledge of Licensing and Contracts
·         Strong knowledge of regional logistics operations and industry
·         Proficiency in use of personal computers, Microsoft Office products (Excel, Word and PowerPoint) and e-mail skills required.

The Jabil MI and Problem Mgt Lead (MIM/PRB Mgr Lead) is responsible for the management of MI and PRB after the MI have been resolved. The lead will direct and collaborate with the MIM and PRB teams supported by the managed service providers.

Major Incident Management

He will oversee the handling and resolution of IT operational high priority (P1/P2) incidents by the supporting MIM team. In this role, the MIM Lead will direct, collaborate and partner with our strategic partner MI managers who are responsible for handling and controlling the MI throughout its lifecycle.

His responsibiliites include:

• Oversee Major Incident Operations: Manage the daily operations of major incident handling, ensuring that all incidents are addressed promptly and effectively.
• Team Leadership: Supervise a team of MI managers from our strategic partner, providing coaching and guidance to ensure they perform their tasks according to established IT policies and procedures.
• Perform Critical Incident Intervention: Step in during highly critical incidents to ensure timely resolution and minimize business impact.
• Close Collaboration with Different Technical Towers (Infrastructure, Applications, Vendors and Sites): Collaborate with technical tower leaders (network, server, cloud, applications, vendors and Site IT) to resolve incidents effectively and efficiently within the agreed SLAs.
• Monthly SLA Reporting: Compile, review and present monthly reports to senior management based on agreed operational SLA reports from the outsourced MI team and vendors.
• Support Problem Analysis: Participate and support in problem analysis to identify root causes of incidents and prevent future occurrences.
• Assure IT Policy Compliance: Ensure that the MI team adheres to established IT policies and procedures for major incident handling.
• Communication Management: Manage communication with stakeholders on high visibility or critical incidents through regular updates.
• Drive Process Improvement: Continuously review and improve major incident management processes to enhance efficiency and effectiveness. This include exploring and leveraging on innovative technologies or solutions including AI and automation.
• Handle Documentation and Knowledge Management: Ensure that all major incidents are well-documented, and knowledge is retained to improve future incident management.
• Possess Intermediate ServiceNow Expertise: Familiarity with the ServiceNow platform, including its incident management features and workflows, to optimize incident management processes and use of the dashboards.

Problem Management

Besides MI management responsibilities described above, the problem management responsibilities include:

• Problem handling, control and oversight: oversees and assure PRB teams perform quality root cause analysis, implementing permanent solutions, coordinating with IT teams, maintaining the Known Error Database, monitoring solution effectiveness, creating management reports, coaching problem resolvers, and interfacing with other process managers to ensure seamless integration of problem management with related IT service management processes
• Team Leadership: Supervise a team of PRB managers from our strategic partner, providing coaching and guidance to ensure they perform their tasks according to established IT policies and procedures. Implement proactive strategies to prevent future incidents and continuous improvement. Foster culture of excellence and accountability,
• Expertise in root cause analysis: Possesses strong understanding and experiences with 8D problem solving methodology, 5 Whys technique for iterative questioning to discover the root cause, and other industry techniques such as Fishbone (Ishikawa) Diagram for categorizing potential causes, Is/Is-Not analysis for problem definition and scope determination

BE AWARE OF FRAUD: When applying for a job at Jabil you will be contacted via correspondence through our official job portal with a jabil.com e-mail address; direct phone call from a member of the Jabil team; or direct e-mail with a jabil.com e-mail address. Jabil does not request payments for interviews or at any other point during the hiring process. Jabil will not ask for your personal identifying information such as a social security number, birth certificate, financial institution, driver’s license number or passport information over the phone or via e-mail. If you believe you are a victim of identity theft, contact your local police department. Any scam job listings should be reported to whatever website it was posted in.

Jabil, including its subsidiaries, is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other characteristic protected by law.

Accessibility Accommodation  

If you are a qualified individual with a disability, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access Jabil.com/Careers site as a result of your disability. You can request a reasonable accommodation by sending an e-mail to [email protected] with the nature of your request and contact information. Please do not direct any other general employment related questions to this e-mail. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to.

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