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Major Incident Manager - Atlanta, GA

Atlanta, GA, US, 30338

CRH Americas Materials Inc




Job ID:  156980


CRH's Americas Materials, a division of CRH, is the leading vertically integrated supplier of aggregates, cement, asphalt, readymixed concrete and paving and construction services in North America.  Our operations span North America with 24,100 employees at close to 1,300 locations in 44 US States and 6 Canadian provinces.


Position Overview

The role owns the Major Incident process for a 24/7 IT department supporting 1500 locations across the US and Canada CRH Americas Materials business. This requires tight integration with the Service Desk, functional resolver groups, IT executives and ITSM.  The role will also be responsible for overall incident management (specifically, aging incidents) and trend analysis.  Critical to this role is understanding business impact in a complex environment and the ability to quickly assess what IT functions may be needed for the timely resolution of any major incident.  The Major Incident Manager reports directly to the Director of End User Services and will contribute to End User Services leadership strategy.


Key Responsibilities (Essential Duties and Functions)


  • Major Incident Management
    • Continuous improvement of overall major incident process and communication.
    • Owning and leading the major incidents throughout their lifecycle as per the major incident process.
    • Providing regular updates on major incidents in an executive communication style.
    • Weekly reporting of all major incidents
    • Ensuring completion of and tracking, archiving all post incident reports 
  • Incident Management
    • Continuous analysis and improvement of overall incident management process (specifically aging incidents by all IT resolver groups)
  • Incident Trend Analysis
    • Regular review of active, historical incidents and root cause analysis to identify trends and opportunities for improvements across the IT functions
    • Extract data from ITSM ticketing system (Cherwell) as well as work with other supporting organizations to analyze their information, e.g., Solarwinds (networking), SNOW (Software Asset Management), etc. as needed
    • Proactive communication of known issues or trends with the Service Desk, Operations and all other functions as needed
    • Partner with Service Desk leadership to proactively review daily ticket queues and identify/correct chronic issues which may impact the business and user experience



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 




  • Associates degree in Information Technology or equivalent, or 4+ years of experience in similar IT support role
  • 8+ years of experience working in an IT support environment
  • 2+ years of experience leading resolution of major incidents in complex IT environments
  • ITIL Foundations and HDI certification a plus
  • Six Sigma certification or experience a plus


Work and Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


  • Sitting for extended periods of time.
  • The position may require work outside of normal business and/or support an on-call schedule.


Knowledge/Skill Requirements


  • Excellent communication skills both written and verbal the including ability to summarize complicated technical. information to people with less technical knowledge.
  • Exceptional customer focus.
  • Have a passion for leading resolution of critical incidents and motivating team members.
  • Excellent analytical skills, ability to ask probing questions, and drive logical problem solving.
  • Intermediate understanding of Microsoft software, specifically Outlook, SharePoint, Excel, PowerPoint.
  • Ability to create MS Excel pivot tables to analyze and present data.
  • Demonstrate strong interpersonal skills to interact with and motivate others.
  • Complex, large enterprise business environment experience a plus.
  • Ability to effectively communicate with people with a wide range of skills, experience, cultures and capabilities.


Work Environment


  • Normal office working conditions.


The statements included in this job description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform the job.  Other duties may be assigned as required.  Requirements for this job are subject to modification by the Company and its designees, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


What CRH Offers You


  • A culture that values opportunity for growth, development and internal promotion
  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs


About CRH Americas


CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


CRH Americas is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH Americas family!


 EOE/Vet/Disability--If you want to know more, please click on this link

CRH Americas is an Affirmative Action and Equal Opportunity Employer.


Date Posted:  Dec 8, 2019

Nearest Major Market: Atlanta

Job Segment: Developer, Manager, Sharepoint, User Experience, Six Sigma, Technology, Management