Major Incident Manager

With a career at The Home Depot, you can be yourself and also be part of something bigger.Position Purpose:The Major Incident Manager role operates as a full-scope Incident Manager, executing the same responsibilities and meeting the same performance expectations as other members of the team. As our organization has significantly expanded its operational scope—resulting in a four- to fivefold increase in incident volume and the added responsibility of tracking all business-impacting incidents, this role has become critical to maintaining program effectiveness. This model depends on experienced leadership to scale successfully. In addition to these core responsibilities, this resource will serve as Program Manager for Enterprise Problem SME efforts, owning the tracking and coordination of all Major Incident Problem Records, and acts as the designated secondary lead for Major Incident BPMs. Their contributions are essential to sustaining operational continuity and delivering against leadership expectations for this expanded program.Key Responsibilities:25% Support & Enablement:Participates in advanced troubleshooting and drives resolutionInterfaces with business stakeholders and IT teams to elicit problem detailsAddresses technical issues both synchronously and asynchronously; escalates accordingly30% Delivery & Execution:Provides after hours, overnight, and weekend on-call supportDocuments, reviews and ensures that all quality and change control standards are metProvides advanced support for VP level and abovePartners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriateDevelops requirements and specifications for project and product lifecyclesIdentifies diagnostic utilities to aid in troubleshootingResearches and drive the implementation of software updates, drivers, and knowledge bases to aid in problem resolutionEngages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendorIdentifies process and systems improvements that drive quality within the teamActs as a role model for maintaining relationships with site leadership5% Administration & Operations:Reviews and analyzes reports on call volume, quality, etc. and makes decisions accordinglyEvaluates documented resolutions and analyzes trends to prevent future problems40% Learning:Produces and updates content for knowledge base articles and training for product support teamGuides the communication of troubleshooting approaches and methods across IT functions; serves as a resource for more junior team members on how to approach or complete this taskSets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this taskAnalyze information to determine areas for further training and coachingResearches and incorporates pertinent product update information in alignment with current trendsDirect Manager/Direct Reports:Typically reports to the Product Support Manager or Sr. Manager.Travel Requirements:Typically requires overnight travel less than 10% of the time.Physical Requirements:Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.Working Conditions:Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.Minimum Qualifications:Must be eighteen years of age or older.Must be legally permitted to work in the United States.Must be legally permitted to work in the United StatesPreferred Qualifications:3-5 years of Incident Manager experience (not incident response)Deep understanding and working knowledge of ITILAdvanced level of Problem Record ManagementWorking understanding of OpticHighly proficient in- Teams, Slack, Gemini, Copilot, PagerDuty, Tableau and the MS office suiteMinimum Education:The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.Preferred Education:No additional educationMinimum Years of Work Experience:3Preferred Years of Work Experience:No additional years of experienceMinimum Leadership Experience:NonePreferred Leadership Experience:NoneCertifications:NoneCompetencies:Being Resilient: Rebounding from setbacks and adversity when facing difficult situationsCollaborates: Building partnerships and working collaboratively with others to meet shared objectivesCommunicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesCustomer Focus: Building strong customer relationships and delivering customer-centric solutionsDecision Quality: Makin