Incident Manager – DSCSA
Remote
Incident Manager – DSCSA War Room to lead high‑severity incident response for Drug Supply Chain Security Act (DSCSA) operations. This role is critical to ensuring uninterrupted distribution center (DC) operations, regulatory compliance, and customer trust across McKesson’s serialization and track‑and‑trace ecosystem.
Position Summary
The Incident Manager – DSCSA War Room serves as the single point of command during DSCSA‑impacting incidents. This role leads real‑time triage, escalation, cross‑functional coordination, and executive communication during operational events that impact serialization, EPCIS data exchange, DC receiving/shipping, customer ordering, and returns.
This individual operates within McKesson’s ITSM and Major Incident Management (MIM) framework and partners closely with Business Operations, IT, SAP ATTP, EPCIS, Infrastructure, Integration teams, and external vendors to drive rapid resolution and continuous improvement.
Key Responsibilities
Incident Leadership & Command
Act as the Incident Commander for DSCSA War Room activations, owning incidents from detection through closure.
Lead and moderate DSCSA War Room bridge calls, ensuring structured triage, clear ownership, and disciplined execution.
Rapidly assess business and regulatory impact (DCs, customers, shipments, EPCIS events) and determine incident priority.
Outline the business impact for every incident and follow ITSM process end to end to drive business outcomes.
Triage, Escalation & ITSM Execution
Drive initial triage and route incidents to appropriate DSCSA War Rooms (PSaS, CMM, MMS, 3PL).
Engage Major Incident Management (MIM) and Incident Response Teams (IRT) for qualifying P1 / Major Incidents.
Ensure accurate incident logging, tracking, and updates in ServiceNow, including severity, impact statements, and timelines.
Cross‑Functional Coordination
Mobilize and coordinate SAP ATTP, Basis, OTC, EPCIS, Portal, WMS, Integration, Infrastructure, and vendor teams.
Ensure parallel workstreams are executed to minimize business disruption.
Serve as the escalation point across shifts and ensure clean handover/takeover between War Room leads.
Stakeholder & Executive Communication
Own clear, timely communications to Business, Operations, IT leadership, and executive stakeholders.
Produce shift‑end summaries, day‑end summaries, and executive incident briefings during active incidents.
Translate technical status into business‑impact‑focused updates aligned to SLA expectations.
Align Ops teams across teams to ensure customer impact & communication is well drafted and shared with stake holders : CxO, DC Ops, Customers ( CVS, others)
Resolution, Recovery & Closure
Drive incidents to resolution within established DSCSA SLAs.
Validate recovery with technical teams and confirm business sign‑off prior to closure.
Ensure proper downgrade, closure notes, and documentation are completed according to ITSM standards.
Post‑Incident Review & Continuous Improvement
Lead or support Root Cause Analysis (RCA) and Corrective/Preventive Action (CAPA) for P1/P2 incidents.
Identify recurring failure patterns and partner with teams to reduce repeat incidents.
Contribute to improvements in DSCSA War Room playbooks, monitoring, and operating procedures.
Minimum Requirements
Education
Bachelor’s degree or equivalent experience
Experience
2+ years of experience in Incident Management, Major Incident Management, or IT Operations
Proven experience leading War Rooms or bridge calls in high‑availability environments
Hands‑on experience with ITSM processes and ServiceNow (or similar tools)
Critical Skills & Capabilities
Strong command‑and‑control leadership during high‑pressure situations
Ability to synthesize technical details into clear business and executive communications
Excellent verbal and written communication skills
Strong organizational, prioritization, and decision‑making skills
Preferred Qualifications
Experience supporting pharmaceutical supply chain, or regulated environments
Familiarity with SAP ATTP, EPCIS, serialization, and integration‑heavy ecosystems
Experience supporting distribution center (DC) operations
Experience working with offshore teams and external vendors
ITIL or Major Incident Management certification
Work Environment
High‑visibility operational role supporting critical DSCSA platforms
Participation in on‑call or rotational shift coverage during hypercare and go‑live events
Close collaboration with Business Operations, IT, and executive leadership
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