Deskripsi Pekerjaan
At Cardinal Health, we are driven by a mission to be a trusted partner in healthcare, providing the essential solutions, services, and insights that make a tangible difference for patients and providers across the globe. Our Information Technology team is the cornerstone of this mission, ensuring our global infrastructure and applications run seamlessly, securely, and efficiently, 24/7, supporting critical healthcare operations worldwide.
We are currently seeking a highly skilled and dynamic Major Incident Manager (SRT Lead) to join our elite global IT operations team in Bonifacio Global City, Metro Manila, Philippines. In this high-visibility, high-impact role, you will assume command during major IT service disruptions. You will be the central coordinator of the Service Restoration Team (SRT), orchestrating the rapid diagnosis, escalation, and restoration of critical services to minimize business impact. You will leverage industry-leading tools such as ServiceNow, PagerDuty, and comprehensive monitoring solutions to manage the lifecycle of major incidents. This is not just a reactionary role; you will drive proactive improvements, conduct rigorous root cause analyses, and lead post-incident reviews to strengthen the overall IT posture and service reliability.
As a key member of our IT Service Management team, you will collaborate closely with global infrastructure, application, cybersecurity, and business continuity teams. You will manage complex, multi-dimensional technical incidents, facilitate effective war rooms and bridge calls, and ensure seamless, transparent communication with stakeholders ranging from team leads to C-suite executives. Your expertise in ITIL best practices will be vital in maintaining the high availability and resilience standards required in the healthcare and pharmaceutical distribution industry.
Why Join Cardinal Health?
- Global Impact: Your work will directly affect the efficiency and reliability of healthcare supply chains, ultimately impacting patient care.
- Professional Growth: We are deeply committed to developing our talent through continuous learning, industry certifications (ITIL, PMP, etc.), and defined career advancement pathways.
- Innovation at Scale: Work with a diverse portfolio of cutting-edge technologies alongside mature, established ITIL ITSM frameworks.
- Inclusive Culture: Join a collaborative, diverse, and respectful environment where every voice is heard, valued, and empowered.
If you thrive in high-pressure situations, demonstrate exceptional leadership in restoring services, and are passionate about driving continuous improvement in global IT operations, we encourage you to apply and make a significant impact at Cardinal Health.
Tanggung Jawab
- Serve as the primary Incident Commander for all high-severity (P1/P2) Major Incidents, managing the complete lifecycle from detection to resolution and closure.
- Lead and coordinate the Service Restoration Team (SRT) and technical bridges, driving rapid diagnosis, workaround, and restoration of critical business services.
- Facilitate executive-level communications and status updates, ensuring stakeholders are informed of incident progress, business impact, and timeline.
- Proactively monitor the IT environment and health dashboards to identify potential major incidents, initiating preventive actions before they impact users.
- Own and drive the post-incident review (PIR) process, ensuring thorough Root Cause Analysis (RCA) and implementation of permanent corrective actions.
- Mentor junior incident management staff and contribute to the continuous improvement of incident management processes, runbooks, and documentation.
- Manage major incident escalations, ensuring alignment with ITIL best practices and Cardinal Health's governance frameworks.
Kualifikasi
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent work experience).
- 5+ years of progressive experience in IT Service Management, with at least 2 years dedicated specifically to Major Incident Management.
- ITIL v4 Foundation certification is required. ITIL 4 Managing Professional (MP) or Strategic Leader (SL) certification is highly preferred.
- Proven experience leading a Service Restoration Team (SRT) or equivalent bridge command function in a global enterprise environment.
- Expert proficiency with ITSM platforms (ServiceNow preferred) and monitoring/alerting tools (e.g., Splunk, Datadog, PagerDuty).
- Excellent verbal and written communication skills in English, with demonstrated ability to communicate technical issues to non-technical executive audiences.
- Strong analytical and troubleshooting skills with the ability to make quick, data-driven decisions under high-stress conditions.
- Experience working in a regulated industry (Healthcare, Finance, or Life Sciences) is a significant advantage.