Service Manager – Major Incident Management

Target is one of the world’s most recognized brands and one of America’s leading retailers. Behind the brand our guests love, is a culture of continual innovation and right now, we are up to big things. The Target Tech team is driving a transformation in retail, one that will move us from “brick-and-mortar and online” to “bricks-and-mortar and everywhere else.” Our goal is to deliver Target’s mission “To help all families discover the joy of everyday life.” to guests wherever and whenever they shop, today and tomorrow: in-store, online, on tablets and mobile phones, and in the retail channels of the future.

You can be a part of this story by joining Target Tech on our Technology Operations Centre (TOC) team. Our goal is to monitor and respond to critical issues in order to reduce downtime and ensure prevention of future outages. As a Response Manager in the TOC, you will be responsible for driving the prevention or recovery of high impact incidents through swift identification of issues, accurate and timely communication of impact to all stakeholders, and restoration of services with teams across Target Tech and Target. You will get the opportunity to interact with multiple retail solutions and technologies – including Supply Chain, Merchandising, Stores, and Digital as well as all infrastructure components from cloud based computing to all enterprise-level network solutions.

Primary Responsibilities

• Monitor and detect all major IT incidents and events.

• Facilitate and drive recovery of outages through the mobilization of key resources (internal or external).

• Establish and maintain communication of incident timeline and recovery progress to all critical stakeholders.

• Coordinate and document all critical recovery steps throughout an outage.

• Ensures proper documentation of issues to assist with post-recovery and problem management actions.

• Participates in an agile practice by working on special projects or key assignments that drive continuous improvement and improved outcomes of key goals.

About you:

• 4 year degree or equivalent experience.

• 2 - 4 years of Major Incident Management experience.

• Technology experience in an incident management or Major incident response role

• Strong facilitation skills that can navigate through complex incidents and multiple teams

• Understanding of solving complex problems with information technology software and hardware.

• Effective time management skills; ability to work on multiple tasks simultaneously and ability to prioritize effectively.

• Ability to handle and perform in high-stress, high stakes situations.

• Excellent verbal and written communication skills.

• Proven decision-making and influencing skills

• Broad knowledge of technology across application and infrastructure environment.

• Good to have prior experience in Retail

• Collaborative team player with Positive attitude

• Flexibility to work in rotational shifts and weekly time-off’s