Senior Incident Manager

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Key Responsibilities:

• Define and communicate clear SLAs for incident management
• Review classification and priority levels of incidents including escalation process and thresholds (e.g., 80% of SLA breached) and responsibilities
• Review and update Major Incident Management process
• Lead major incident response with clear communication and timely coordination
• Facilitate incident bridges and coordinate multiple support teams
• Ensure incidents are resolved within agreed SLA timeframes
• Communicate incident status to stakeholders and senior management
• Conduct post-incident reviews and drive improvement actions
• Maintain incident management processes and procedures
• Identify trends and patterns in incidents to prevent recurrence
• Coordinate the teams to address underlying root causes
• Maintain incident documentation and knowledge base