Incident Manager

Role: Incident Manager

Location: Remote working

Type: Contract

Job Description:

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 Client 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  Client 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