Manager IT Major Incident Management_

Atlanta

Manager IT Major Incident Management

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**Date:** May 6, 2024

**Location:** Atlanta, GA, US, 30309

**Company:** Norfolk Southern Corp.

Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow's rail. As part of Norfolk Southern, you’ll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.

**Job Description**

Norfolk Southern Corporation is currently seeking an IT Major Incident Manager to serve as a critical leader responsible for managing the response to major IT incidents impacting business operations. The role requires a proactive and decisive individual with an extensive service management background who can prioritize urgent issues, coordinate response teams, and communicate effectively with stakeholders to ensure rapid resolution and minimal disruption.

**Responsibilities**

+ Serve as the Major Incident Management (MIM) process owner and response leader; ensuring major incidents are properly identified, prioritized, escalated, and resolved.

+ Proactively develop incident response plans and recovery team rosters to facilitate rapid response to major incidents.

+ Analyze the scope and impact of major incidents, triaging based on causes and consequences, allocating resources, informing key stakeholders of incident status and resolution plans.

+ Communicate with and delegate to cross-functional and technical teams throughout the incident lifecycle, accountable for closure of confirmed incidents.

+ Initiate and lead post-incident investigations to determine root causes, evaluate effectiveness of response tactics, and iterate continuous improvement strategies.

+ Prepare and review incident reports documenting faults, impact, detection, response, and recovery efforts.

+ Present post-incident findings to senior leaders and other key stakeholders to guide incident response strategy and decision-making.

+ Mature the in-house Major Incident Management capability through industry-leading tools, techniques, and processes.

+ Act as an enterprise subject matter expert in risk management, cybersecurity threats, and preventive measures.

+ Able to advance go-forward decisions from multiple potential solutions while ensuring stakeholder alignment and participation.

+ Display excellent analytical, communication, and organizational competencies.

**Skills Required**

+ 5+ years of experience in IT service management responding to outages, cyber-attacks, and other enterprise-wide major incidents.

+ Hands-on experience managing teams through fast-paced and complex environments.

+ Strong understanding of ITIL v3 and ITIL 4 frameworks (Incident, Problem, and Change processes)

+ Experience with ITSM tools such as ServiceNow, BMC, or similar.

+ Experience hosting major incident bridges during working with levels of management from C-Suite, department heads, and IC working through major incident resolution.

**Skills Preferred**

+ Experience in technical troubleshooting with broad expertise in core enterprise application and infrastructure technologies.

+ Agile (SCRUM) Development Methodology

+ ITILv4 designation and/or relative certificates

**Education**

Bachelor’s degree in information technology, computer science, cybersecurity, or related field preferred.

**Work Conditions**

Environment: office remote, ideal candidate must be based or relocated within 60 miles Atlanta.

On-Call: Yes

Flexibility to work a non-traditional schedule including weekends, holidays, and shifts as needed.

**Company Overview**

Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer-centric and operations-driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country’s population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes. Learn more by visiting www.NorfolkSouthern.com .

At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.

**Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.**