Burlington Stores, Inc. · 1 month ago
Manager IT Operations Major Incidents (MIM)
00505 - Edgewater Park Corporate Office
Full-time
Onsite
Senior Level, Lead/Staff
$95K/yr - $125K/yr
15+ years expBurlington Stores, Inc. is seeking a Manager IT Operations - Major Incidents to ensure the stability of business-critical systems during outages. The role involves leading the Major Incident Management process, collaborating with various IT teams, and enhancing incident-handling maturity.
ApparelE-CommerceRetail
Responsibilities
Lead all major incident bridges, coordinating cross-functional technical teams and driving structured triage
Ensure clear documentation of root cause, business impact, and resolution steps throughout the incident lifecycle
Serve as the single point of accountability for communication and escalation during critical events
Collaborate with Service Desk and IT Operations for seamless transitions between detection, response, and closure
Own SLA-driven Red/Green Bar communications, ensuring timely, accurate, and audience-specific updates
Maintain targeted distribution lists for Stores, Corporate, and DC functions
Ensure every major incident includes a concise impact summary, resolution details, and preventive recommendations
Produce executive summaries and weekly MIM reports with trend analysis and insights
Facilitate post-incident reviews to identify technical and process gaps
Partner with Problem Management to document root causes, track remediation actions, and ensure sustainable fixes
Enforce linkage of incidents to related PRBs in ServiceNow and monitor follow-through
Maintain and evolve the Major Incident Management process in alignment with ITIL best practices
Define and update SLAs, escalation paths, and communication templates
Conduct regular training for Operations and IT teams to ensure consistent execution
Align incident thresholds and criteria with IT leadership across all domains
Track and analyze key metrics: incident volume, duration, MTTR, SLA adherence, and recurrence
Identify patterns and recommend improvements to reduce incident frequency and impact
Present insights during monthly operational reviews and quarterly service reports
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or a related field
15+ years in IT Operations or Service Management, with at least 8 years focused on major incident or service delivery coordination
Proven experience leading high-impact incident bridges under pressure
Demonstrated ability to collaborate across technical and business teams for rapid recovery and clear communication
Strong background in ServiceNow, enterprise monitoring tools (e.g., SolarWinds, Nagios, Datadog), and structured communication frameworks (e.g., Red/Green Bar)
Deep understanding of ITIL processes, especially Incident, Problem, and Change Management
Calm, structured, and decisive under pressure
Exceptional communication and facilitation skills, with the ability to brief executives in real time
Proven track record of driving process maturity and accountability post-incident
Strong analytical mindset with a focus on patterns, recurrence, and systemic risk
Skilled at balancing technical depth with business clarity
Capable of managing multiple concurrent incidents in a 24x7 environment
Preferred
ITIL Foundation or higher certification
Experience in retail or other 24x7 multi-site environments
Familiarity with monitoring and automation platforms (e.g., Dynatrace, UC4, NetBackup)
Exposure to problem and risk management in Fortune 500 environments
Benefits
Medical, dental and vision coverage including life and disability insurance
Paid time off
Paid holidays
401(k) plan
Company
Burlington Stores, Inc.
Burlington Stores, Inc., headquartered in New Jersey, is a nationally recognized off-price retailer.
10001+ employees
H1B Sponsorship
Burlington Stores, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (7)
2022 (7)
2021 (4)
2020 (4)
Funding
Current Stage
Public CompanyTotal Funding
unknown2013-10-07IPO
2006-01-18Acquired
Leadership Team
Travis Marquette
President, Chief Operating Officer
Durand Guion
Senior Vice President, Fashion Office
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