Incident Manager - DSCSA (Drug Supply Chain Security Act)

Position Summary: The Incident Manager - DSCSA War Room serves as the single point of command during DSCSA-impacting incidents. This role leads real-time triage, escalation, cross-functional coordination, and executive communication during operational events that impact serialization, EPCIS data exchange, DC receiving/shipping, customer ordering, and returns. This individual operates within McKesson's ITSM and Major Incident Management (MIM) framework and partners closely with Business Operations, IT, SAP ATTP, EPCIS, Infrastructure, Integration teams, and external vendors to drive rapid resolution and continuous improvement.

Incident Leadership & Command: Act as the Incident Commander for DSCSA War Room activations, owning incidents from detection through closure. Lead and moderate DSCSA War Room bridge calls, ensuring structured triage, clear ownership, and disciplined execution. Rapidly assess business and regulatory impact (DCs, customers, shipments, EPCIS events) and determine incident priority. Outline the business impact for every incident and follow ITSM process end to end to drive business outcomes.

Triage, Escalation & ITSM Execution: Drive initial triage and route incidents to appropriate DSCSA War Rooms (PSaS, CMM, MMS, 3PL).Engage Major Incident Management (MIM) and Incident Response Teams (IRT) for qualifying P1 / Major Incidents. Ensure accurate incident logging, tracking, and updates in ServiceNow, including severity, impact statements, and timelines.

Cross-Functional Coordination: Mobilize and coordinate SAP ATTP, Basis, OTC, EPCIS, Portal, WMS, Integration, Infrastructure, and vendor teams. Ensure parallel workstreams are executed to minimize business disruption. Serve as the escalation point across shifts and ensure clean handover/takeover between War Room leads.

Post-Incident Review & Continuous Improvement: Lead or support Root Cause Analysis (RCA) and Corrective/Preventive Action (CAPA) for P1/P2 incidents. Identify recurring failure patterns and partner with teams to reduce repeat incidents. Contribute to improvements in DSCSA War Room playbooks, monitoring, and operating procedures.