Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!

What you will be doing

This key role works closely with the Major Incident and Problem Senior Management to: Serve as a point of contact for all Major Incidents Consult with incident submitters to clarity problem description and impact Escalate incident submissions to appropriate teams and leadership as needed Establish Major Incident cases as necessary Create and maintain all case notifications within target service level agreements Data entry into the Major Incident application tools to track all incidents Monitor Major Incident queue for submissions in scope of incident management team Facilitate and participate in Major Incident conference calls independently Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements Author and maintain documentation related to Major Incident activities including but not limited to, Knowledge Base Articles, Method of Procedures, Transition documentation and Standard Operating Procedures Participate in Root Cause Analysis activities Determines if an incident needs to be escalated according to priority and severity of issue Ensure that Incidents assigned are resolved and that service is restored Participate in Incident review following Major Incidents Escalate all issues and Incidents as per the guidelines Directly works with Tier 1 Support to ensure proper recording and escalation of incidents Performs related duties as assigned

• Drives and measures continuous process improvement and increased customer satisfaction
• May at times need to present to Senior Executive Mgmt. for visibility, transparency and awareness
• Measures service performance and implements improvements
• Ability to deal with critical customer situations, requests for major incident management and escalations in a professional and timely manner
• Directs the development and implementation of technologies/processes that make it easier for customers and vendors to do business with increase productively and high customer satisfaction
• Identifies and confirms performance problems and notifies Managers/Leaders
• Reviews service provider and N-Level Teams performance by monitoring reports to ensure internal SLA's and OLA's are met
• Serve as a point of contact for Major Incidents escalations/challenges
• Generates appropriate communication, process and educational plans for mitigating the disruption of change
• Provide advanced N-Level assessments and resolution on problems, working with vendors, IT partners and internal Business partners
• Leads and supports the design of multiple projects/work initiatives concurrently that impact the Major Incident Management Team
• Building and updating of Major Incident processes and documentation
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Author and maintain documentation related to Major Incident activities including but not limited to, Knowledge Base Articles, Method of Procedures, Transition documentation and Standard Operating Procedures
• Participate in Root Cause Analysis activities
• Participate in Incident review meetings following Major Incidents
• Facilitates technical calls across platforms and drives progress

• Bachelor's or Master's Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.
• Typically has Five (5) or more years of IT and business/industry work experience, with knowledge of one process/service.
• Minimum of seven (7) years customer service experience.
• Minimum of three (3) years IT or Customer Service Leadership experience.
• Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget.
• Well versed with ITILv4 and ITSM
• Demonstrates good judgment under pressure, and works well in a multi-tasking.
• Effective customer relationship building skills, and uses creative solutions to exceed customer expectations
• Exceptionally strong analytical and problem-solving skills
• A technical background or the capacity to understand complex technical issues is required
• Strong written and verbal communication skills
• Ability to understand the work environment and completing priorities in conjunction with developing/meeting goals
• Ability to see the "big picture" and prioritize accordingly
• Advanced analytical and problem solving skills to evaluate business problems and apply technical system application knowledge to identify appropriate solutions
• Excellent interpersonal skills, effective team player
• Ability to write non-technical and technical Root Cause Analysis documents
• Excellent customer service skills
• Excellent decision making skills