IT Command Center Analyst

Category/Area of Expertise: IT & Technology
Job Requisition: 391457_external_USA-NC-Salisbury
Address: USA-NC-Salisbury-2085 Harrison Road
Store Code: Service Delivery - Incident & Escal (5145454)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Primary Purpose

The Command Center specialist implement the strategy of a consolidated Command Center that provides end to end view of all critical services to deliver a proactive and predictive service model to drive stability and reliability of all services for the business. The specialist will partner closely with the Observability team to design, develop and implement the necessary tools and practices to build out a complete end to end view of services with all monitoring and event management capabilities enabled to detect anomalies and identify events to prevent business disruption.

This specialist is responsible for managing all Major Incidents to deliver rapid restoration of services and driving root cause analysist and proper problem management governance.

This specialist will ensure all suppliers are engaged to ensure proactive response, rapid response, and seamless delivery of restoration services. The specialist is responsible for ensuring that all suppliers delivery services in accordance with the agreed upon service levels driving stability and availability throughout the environment. The analyst will drive a cohesive digital command center with our multi-supplier (MSP's) for an aligned ways of working and delivery of services. The specialist will prepare leadership with the appropriate level of information to be able to communicate with Executive level leaders across the organization and providing executive level briefings, updates, and reporting as needed on the status and health our services.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days.

Applicants must be currently authorized to work in the United States on a full-time basis until the end of their appointment.

Duties and Responsibilities

• Drives the build out of the end-to-end service views with the Observability team leveraging the various monitoring tools integrating with ITOM, Event Management, Service Mappings, CMDB
• Drives rapid restoration of all critical IT incidents across the organization including driving coordination, resolution, and communication across all levels of the organization
• Drives supplier performance and attainment of all agreed upon service levels as well as supplier accountability on delivery of services
• Delivers services dashboards to show overall views of the various critical services including real time visibility to the health of services, overall availability and continually orchestrates anomaly detection throughout the environment
• Drives root cause analysis of all critical outages including driving all remediation activities to eliminate any repeat events and further stability/resiliency across the organization
• Defining service health and key performance indicators to drive reliability and business value
• Governing, monitoring, and assessing IT operational practices to ensure proper ITIL standards are executed
• Identifies trends and anticipate problems in the environment and work with various IT functions to implement preventative measures
• Drives and defines the continuous improvement of our supplier performance and partners with IT Operations on ways of working improvements for improved business outcome

Required Qualifications

• Associates Degree in Computer Science, Computer Information Systems, Information Technology, Information Systems, or related field or comparable professional experience
• Minimum 7 years IT experience
• ITIL Certified v4 foundations preferred
• Experience developing and maintaining policies, procedures, standards, and guidelines.
• Solid understanding IT infrastructure and applications operations.
• Strong analytical and presentation skills.
• Strong leadership skills including the ability to interact with personnel, build strong relationships at all levels and understand business imperatives.
• Excellent written and verbal communication skills; ability to communicate up, down, and across the business.
• Ability to plan, prioritize and drive issues, tasks, and deliverables from concept to closure.
• Solid understanding of and demonstrated ability to apply Waterfall and Agile development methodologies

#LI-Hybrid #LI-CW1 #DIceJobs

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. When considered together, the companies of Ahold Delhaize USA comprise the largest grocery retail group on the East Coast and the fourth largest grocery retail group in the nation, serving millions of omnichannel customers each week.