Cencora, previously known as AmerisourceBergen, is a leading global pharmaceutical solutions organization centered on improving lives. Ranked #21 on the Global Fortune 500, our team members are united in our responsibility to create healthier futures. 
Our Shared Service Center in Lithuania is experiencing rapid growth and we have many diverse and exciting roles in Customer Service, Operations, IT, Finance and HR. Join us and make a positive impact on human and animal health. 
 
The Major Incident and Problem Manager plays a critical role in managing and resolving major incidents and problems within the IT infrastructure. This position requires working closely with executive leadership to ensure the effective handling of incidents, minimizing impact on business operations, and driving continuous improvement in incident management processes. Within our organization we facilitate and run Major Incident calls in a commander role capacity. 
 

• Own the Major Incident (MI) process end-to-end: declare/confirm major incidents, assign severity/priority, maintain command and control, keep a clear action plan, track owners/timelines, remove blockers, and ensure operational discipline to drive restoration of service. 

• Communications Management: provide timely, accurate updates (internal and external as required), manage executive briefings, and set stakeholder expectations. 

• Tooling and Documentation: ensure incidents are logged correctly in ITSM tools, with accurate timestamps, actions, and evidence. Track and report MI KPIs, trends, and improvement outcomes. 

• Collaborate with Executive Leadership: Work closely with senior management to align incident management strategies with business goals. 

• Service Improvement: identify recurring issues, process gaps, and automation opportunities; recommend and drive MI process improvements. 

• Problem Management Handoff: ensure follow-up work is created, prioritized, and tracked (problem records, corrective actions, risk acceptance where needed). 

• Problem Management: ensure problems are logged, categorized, prioritized, and progressed through to closure. Perform root cause analysis to prevent future incidents.  

• After-hours/On-call Participation: Participate in out-of-business-hours support duties as part of an on-call rotation schedule.