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Job Title: Major Incident Commander - 1

Work location: Mississauga, ON

Position Overview:

As an MIM Incident Commander, you will be responsible for leading and coordinating all activities related to incident response and management across the McKesson Enterprise. You will play a critical role in ensuring the efficient and effective resolution of incidents, minimizing the impact on our systems, services to patients and customers. The ideal candidate will possess excellent communication & leadership skills as well as technical expertise, and the ability to make decisive decisions under pressure.

Job Responsibilities:

• Lead Incident Response: Act as the primary point of contact during major incidents, providing clear and effective communication to stakeholders, senior management, and technical teams. Take charge of the incident response process, ensuring timely resolution and minimizing downtime.

• Incident Management: Develop and implement major incident management processes and procedures, ensuring they align with industry best practices. Continuously improve incident response capabilities by analyzing past incidents and implementing lessons learned.

• Team Coordination: Coordinate and direct cross-functional teams during incident response, including technical teams, subject matter experts, and external vendors if required. Assign responsibilities, establish priorities, and ensure effective collaboration and communication among team members.

• Stakeholder Engagement: Collaborate with stakeholders across the organization, including IT operations, security, engineering, and business units, to ensure a coordinated response to incidents. Manage expectations, provide regular updates, and ensure stakeholders are kept informed throughout the incident lifecycle.

• Incident Analysis: Conduct post-incident analysis and provide comprehensive reports to management, highlighting root causes, recommended remediation actions, and opportunities for improvement. Identify patterns and trends in incidents to proactively address recurring issues.

• Operational Excellence:  Maintain policy & governance frameworks to drive maturity / measure compliance and effectiveness of the MIM process.  Establish a MIM training programme that identifies clear roles and responsibilities for the incident response team, ensuring that all members understand their tasks and are adequately trained.  Undertake regular table-top exercises to test response plans, escalation procedures, and communication protocols.

• Documentation and Reporting: Ensure the offshore team maintain accurate and detailed documentation of incidents, including timelines, actions taken, and resolutions. Generate incident reports, performance metrics, and dashboards for management review and decision-making.

• Continuous Improvement: Stay up to date with industry trends, emerging technologies, and incident management best practices. Proactively identify areas for improvement in incident response processes, tools, and workflows, and drive the implementation of enhancements.

Key skills required:

• At least 7+yrs of relevant hands-on experience in Major incident management
• Proven experience as an Incident Commander or in a similar incident management role within a complex IT environment.
• Strong technical background with expertise in incident response, IT operations, network security, and cloud technologies.
• Excellent leadership and decision-making skills, with the ability to remain calm and focused during high-pressure situations.
• Exceptional communication and interpersonal skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities, with a focus on identifying root causes and implementing preventive measures.
• Experience in being able to effectively lead matrix resources / cross-functional professionals in geographically dispersed environments.
• Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners)
• Experience with incident management tools and platforms (e.g. ServiceNow).
• Familiarity with regulatory requirements and industry standards related to incident response and cybersecurity.

Work schedule / shift timings:

• Ready to work in the evening shift to night shift
• Ability to work non-standard business hours (including nights, weekends, holidays)
• Be available for the on-call support during the incident / critical issues.

Minimum qualification:

• Bachelor's degree in computer science, information technology, or a related field
• Relevant certifications (e.g., ITIL, CISSP, CISM) are highly desirable.

Physical Requirements: General Office Demands

Travel: up to 20%

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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