Resiliency Services Lead | Louisville, KY | Papa Johns

Resiliency Services Lead



The Resiliency Services Lead will participate in all aspects of technical incident response from initiation to conclusion and lead the Change Management and BCDR functions. This role will lead communications and bridges with the team, stakeholders, customers, and others to provide updates as a function of improving resiliency of Papa Johns solutions. You will collaborate, collect, and document all activities during and following an incident.  As one of the primary responsibilities for this position, each significant incident will have a root cause analysis and postmortem to capture follow-up action items and make recommendations to stakeholders.  You will report to the Sr Manager of Resiliency Services, but additionally will interact regularly with all levels of leadership within the IDS organization. 


Success in this position will entail partnering with the entire organization to drive action for incident resolution and fostering learning from incidents to implement future analysis, resilience, and reliability engineering efforts. With the goal of mitigating customer-impacting incidents with maximum efficiency, you will evaluate every incident, perform analysis, and establish metrics with a goal to continually learn and improve. With our continued innovative strategies, we are searching for a strong incident management lead to join our Resiliency Services team. The Resiliency Services team is a dedicated group focused on the availability, reliability and performance of all Papa John’s critical services and infrastructure.  

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.  Other duties may be assigned. 

  • Incident Management 

  • Provide expert execution of the incident command process, including running and managing high severity incident bridges and driving transparent communication that promotes maximum levels of internal/external customer satisfaction. 

  • Work directly with stakeholders and executives to drive resolution during incidents and improve overall response for future incidents. 

  • Lead cross-functional post-incident process reviews and incident analysis and drive continuous improvement of operations and execution. 

  • Lead enterprise-wide drills to prepare for and ensure efficient incident response and drive best practices. 

  • Closely partner and collaborate with Infrastructure, Engineering, Operations, Technical Support, Internal Communications, and Marketing Leadership to ensure alignment across the business. 

  • Proactive incident management with a continuous improvement mindset for processes, people, and technology.  

  • Track key performance indicators (KPIs) over time to ensure they’re always improving. 

  • Change Management 

  • Apply a structured methodology and lead change management activities, leveraging process and tools to support the adoption of the changes required by a project or initiative. 

  • Delivery and management of key communications leveraging Service Now and other avenues to promote change communication, including daily change tracking and communication.  

  • Conduct impact analysis and assess change readiness as a function of approving changes requested by engineering, development and other teams. 

  • Manage a Change Advisor Board meeting on a weekly basis to review changes with stakeholders and change implementors. 

  • Business Continuity/Disaster Recovery Management 

  • Develop and maintain a business recovery plan and procedure; reviews, revises, and expands existing plans and protocols. 

  • Conduct risk assessments for various departments and functions, analyzing potential business impact of unpredictable business interruptions such as natural disasters, security breach, legal claims, and market disruptions. 

  • Collaborates with IT staff to develop and implement best practices to protect and restore data and systems in the event of natural disasters, viruses, and hackers. 

  • Identifies and implements recovery operations and methods to allow the company to function at limited or partial capacity in the event that part or all of the infrastructure is damaged or destroyed. 

  • Creates and facilitates practice drills for plan execution. 

  • Develops and provides staff training on risk management and disaster recovery. 

It is the policy of Papa John’s to provide equal employment opportunities for all applicants and team members without regard to race, color, religion, sex, age, marital status or civil partnership, national or ethnic origin, pregnancy or maternity, veteran status, uniformed service (as defined by 10 U.S.C. §101 (a)(5)), protected disability status, genetic information, sexual orientation, gender identity, gender reassignment, or gender expression, or any other characteristic protected by statute or law.