Job Description
With a career at The Home Depot, you can be yourself and also be part of something bigger. Position Purpose: The Major Incident Manager role operates as a full-scope Incident Manager, executing the same responsibilities and meeting the same performance expectations as other members of the team. As our organization has significantly expanded its operational scope—resulting in a four- to fivefold increase in incident volume and the added responsibility of tracking all business-impacting incidents, this role has become critical to maintaining program effectiveness. This model depends on experienced leadership to scale successfully. In addition to these core responsibilities, this resource will serve as Program Manager for Enterprise Problem SME efforts, owning the tracking and coordination of all Major Incident Problem Records, and acts as the designated secondary lead for Major Incident BPMs. Their contributions are essential to sustaining operational continuity and delivering against leadership expectations for this expanded program. Key Responsibilities: 25% Support & Enablement: Participates in advanced troubleshooting and drives resolution Interfaces with business stakeholders and IT teams to elicit problem details Addresses technical issues both synchronously and asynchronously; escalates accordingly 30% Delivery & Execution: Provides after hours, overnight, and weekend on-call support Documents, reviews and ensures that all quality and change control standards are met Provides advanced support for VP level and above Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate Develops requirements and specifications for project and product lifecycles Identifies diagnostic utilities to aid in troubleshooting Researches and drive the implementation of software updates, drivers
