Job Description

At doTERRA we encourage all employees to seek out opportunities that will expand their skill set. We strive to help achieve personal career goals by providing opportunities of growth and movement throughout the company.

 

Job Description:   

The Global Service IT Incident Manager acts as focal point for the collection, coordination, resolution, tracking and communication of service incidents around the globe.  They act as a conduit between the technology and business stakeholders for communication and management of incidents. They will ensure accurate reporting of incidents based up the agreed upon Service Level Agreement (SLA) to IT Leadership and select business owners. 

  

Responsibilities: 

  • Organize, oversee and track the response to high-severity incidents across doTERRA’s global IT landscape. 

  • Initiate bridge calls for communication with multiple stakeholders and teams. 

  • Timely communications, notifications and updates to provide accurate details of the incident, resolution progression and impacts to technical and business stakeholders. 

  • Tracking and reporting of IT service affecting incidents, documenting details of customer impacting outages, including resolution timelines and identifying areas for future improvements. 

  • End-to-end ownership and handling of outages to ensure issues are being escalated accordingly and all necessary resources are involved. 

  • Partner with stakeholders to develop and implement solutions that lead to improvements in handling of critical events and outages. 

  • Excellent organizational and analytical skills to drive outage debrief sessions and root cause analysis (RCA) determination and reporting. 

  • Review and gather issues from customer service stakeholders, customer reports of issues and monitoring tools. 

  • Work with stakeholders to develop appropriate monitoring solutions, and regularly track and report monitoring metrics. 

  • Provides direct guidance and oversight for IT incident response team, including documentation and training. 

  • Ability to work nights and weekends as required. 

  • Ability to prioritize and multitask.  

  • Flexibility and adaptability in work approach. 

Qualifications/Experience: 

  • Ten or more years of proven IT leadership experience.  

  • Solid understanding of industry standard IT incident management practices and a proven history of deploying those practices to ensure successful incident management.  

  • Excellent analytical problem-solving skills and the ability to organize multiple teams to manage incidents.  

  • Attention to detail. 

  • Experience with high availability, high volume, critical services and systems.  

  • Ability to establish and sustain effective, professional relationships with technology and business stakeholders; work closely with business partners in order to understand business drivers and market requirements.  

  • Knowledge of large scale e-commerce services and enterprise systems is highly preferred.  

  • Ability to work with team members across multiple geographies and countries. 

  • Proven ability to mentor and provide guidance.  

  • Excellent leadership and communication skills.  

  • Coordination and communication skills in order to work with other technology and business partners during high stress situations 

  • Previous experience in either incident management, service management, service delivery, customer account management or implementing ITIL methodologies. 

Education 

  • Bachelor’s Degree in Business, Information Systems Engineering, Computer Science, Engineering, Business, or another related field along with a minimum of 10 years of experience. 

    Job Description:   

    The Global Service IT Incident Manager acts as focal point for the collection, coordination, resolution, tracking and communication of service incidents around the globe.  They act as a conduit between the technology and business stakeholders for communication and management of incidents. They will ensure accurate reporting of incidents based up the agreed upon Service Level Agreement (SLA) to IT Leadership and select business owners. 

      

    Responsibilities: 

  • Organize, oversee and track the response to high-severity incidents across doTERRA’s global IT landscape. 

  • Initiate bridge calls for communication with multiple stakeholders and teams. 

  • Timely communications, notifications and updates to provide accurate details of the incident, resolution progression and impacts to technical and business stakeholders. 

  • Tracking and reporting of IT service affecting incidents, documenting details of customer impacting outages, including resolution timelines and identifying areas for future improvements. 

  • End-to-end ownership and handling of outages to ensure issues are being escalated accordingly and all necessary resources are involved. 

  • Partner with stakeholders to develop and implement solutions that lead to improvements in handling of critical events and outages. 

  • Excellent organizational and analytical skills to drive outage debrief sessions and root cause analysis (RCA) determination and reporting. 

  • Review and gather issues from customer service stakeholders, customer reports of issues and monitoring tools. 

  • Work with stakeholders to develop appropriate monitoring solutions, and regularly track and report monitoring metrics. 

  • Ability to work nights and weekends as required. 

  • Ability to prioritize and multitask.  

  • Flexibility and adaptability in work approach. 

  • Qualifications/Experience: 

  • Ten or more years of proven IT leadership experience.  

  • Solid understanding of industry standard IT incident management practices and a proven history of deploying those practices to ensure successful incident management.  

  • Excellent analytical problem-solving skills and the ability to organize multiple teams to manage incidents.  

  • Attention to detail. 

  • Experience with high availability, high volume, critical services and systems.  

  • Ability to establish and sustain effective, professional relationships with technology and business stakeholders; work closely with business partners in order to understand business drivers and market requirements.  

  • Knowledge of large scale e-commerce services and enterprise systems is highly preferred.  

  • Ability to work with team members across multiple geographies and countries. 

  • Proven ability to mentor and provide guidance.  

  • Excellent leadership and communication skills.  

  • Coordination and communication skills in order to work with other technology and business partners during high stress situations 

  • Previous experience in either incident management, service management, service delivery, customer account management or implementing ITIL methodologies. 

  • Education 

  • Bachelor’s Degree in Business, Information Systems Engineering, Computer Science, Engineering, Business, or another related field along with a minimum of 10 years of experience. 

  •  
  • Provides direct guidance and oversight for IT incident response team, including documentation and training. 

We are currently accepting applications for this position.

Position Level: 
Function:                            Information Technology
Type:Full-Time
Shift:Day
Requisition ID:11148
Location:
 Pleasant Grove, Utah, 84062 

doTERRA International, LLC. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability.

Application Instructions

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