Job Description

You will spend some of your days managing incidents in a high-pressure environment with various stakeholders and partners. You will spend other days entirely devoted to improving our ability to detect, resolve, escalate, and report on service-impacting events and incidents. Driving restoration efforts of incidents impacting service availability across multiple product offerings, such as Online and Mobile banking. Leading incident bridge calls with participants across multiple technical and business teams. Utilizing multiple tools during an incident to determine the scope of impact, identify likely causes of service disruptions, and engage appropriate resolver teams to support service restoration. Providing regular status updates to internal and external stakeholders, including executive leadership. Identifying and recommending opportunities for clean slate process improvement with regards to incident management, fault monitoring, triage procedures, and issue escalation and spearheading efforts to improve them. Doing a comprehensive examination of a problems core causes, including who, what, when, where, why, and how it originated. Examining information from internal departments impacted by a problem to find areas for improvement. Tracking problems throughout their lifecycle and ensuring action items are completed by their due date. Collaborating across business and technology organizations to improve processes and procedures for effectively coordinating incidents. Participating in an on-call schedule to respond to incidents occurring outside business hours. Effectively manage projects to meet deadlines and achieve results Provide assistance and communication with other departments and escalation points relevant to troubleshooting and resolving customer issues. Develop and maintain effective relationships with other departments and executive leaders Set an example of fierce commitment to customer satisfaction Bring Your Passion, Do What You Love. Here s What We re Looking For: Typically requires a Bachelor s degree in (relevant degree) and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent related work experience. Experience working in a 24x7 environment that provides support for business-critical systems, including at least 2 years as an Incident Manager. High-level technical understanding of networking and Linux/Unix-based operating systems - Docker, Kubernetes, AWS, APIs, etc Soft skills in partner/relationship management to influence stakeholders Excellent verbal, written, and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations Strong problem-solving skills, critical thinking, excellent analytical ability, metric driven Work well under pressure and with differing levels of staff / Management Self-disciplined, self-motivated, and the ability to organize and prioritize time effectively. Flexible, creative, able to think quickly, take the initiative, and willing to make judgment calls. Wed be super excited if you have any of the following: Experience supporting a global team in a 24x7x365 follow the Sun model Operations background (e.g., at some point working in NOC, as a sysadmin, etc.) A track record of successful Cloud migration A track record of building and expanding the scope of high-performing and highly engaged teams Have an ITIL v3 Foundation or greater certification.