Incident Manager
Remote working
ITSM exp is must
Outcome : Manage & Drive DSCSA War Rooms 24/5 & 2/16 for DSCSA CVS GO Live & Small Dispenser go live with Zero interruptions to supply chain.
Fully managed service/ outcome-based delivery
Roles : Incident managers ( 1 Onshore, 2 Offshore) with SAP & WMS experience with basic knowledge of building & utilizing AI Tools
Job Description : Incident Manager DSCSA War Room to lead highseverity 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 trackandtrace ecosystem.
Position Summary
The Incident Manager DSCSA War Room serves as the single point of command during DSCSAimpacting incidents. This role leads realtime triage, escalation, crossfunctional coordination, and executive communication during operational events that impact serialization, EPCIS data exchange, DC receiving/shipping, customer ordering, and returns.
This individual operates within Client 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.
CrossFunctional 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 shiftend summaries, dayend summaries, and executive incident briefings during active incidents.
- Translate technical status into businessimpactfocused 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 signoff prior to closure.
- Ensure proper downgrade, closure notes, and documentation are completed according to ITSM standards.
PostIncident 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 highavailability environments
- Handson experience with ITSM processes and ServiceNow (or similar tools)
Critical Skills & Capabilities
- Strong commandandcontrol leadership during highpressure situations
- Ability to synthesize technical details into clear business and executive communications
- Excellent verbal and written communication skills
- Strong organizational, prioritization, and decisionmaking skills
Preferred Qualifications
- Experience supporting pharmaceutical supply chain, or regulated environments
- Familiarity with SAP ATTP, EPCIS, serialization, and integrationheavy ecosystems
- Experience supporting distribution center (DC) operations
- Experience working with offshore teams and external vendors
- ITIL or Major Incident Management certification
Work Environment
- Highvisibility operational role supporting critical DSCSA platforms
- Participation in oncall or rotational shift coverage during hypercare and golive events
- Close collaboration with Business Operations, IT, and executive leadership
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