Incident Management Lead - Remote

Overview

This role involves operational excellence and continuous improvement in incident management.

In Short

• Be the First Line of Defense For Incidents: Perform initial troubleshooting/triage tasks as documented in runbooks, and escalate when necessary.
• Lead Incident Management and Evangelize Operational Excellence: Command incidents by leading a cross-functional team of responders and driving continuous improvement.
• Be a primary stakeholder and participant in an on-call rotation; off-hours work supporting incidents is expected.
• Be a Trusted Advisor for Problem Management: Collaborate with Engineering teams to follow up on Major incidents with Problem Reports.
• Drive Business-Critical Outcomes: Measure key performance metrics, such as Service Level Agreements and Mean Time Between Failures.
• Refine and Document Processes: Develop and maintain up-to-date operational procedures, including runbooks.
• Build a Collaborative Culture: Foster strong relationships within the team and across departments.

Requirements

• Bachelor’s degree in a technical field or 4 years of equivalent experience in system administration, infrastructure engineering, or similar roles; certifications are a plus.
• Intermediate level experience in Windows and Linux environments, scripting (PowerShell, Python) or coding (e.g. .Net), database management (e.g., Microsoft SQL Server).
• Intermediate level experience of Amazon Web Services and containerization technologies including Kubernetes.
• Ability to think clearly and take decisive action under pressure.
• Excellent communication skills.

Benefits

• Comprehensive and competitive benefit programs including maternal & paternal leave and paid sabbatical.
• Plans to help ensure financial security today and in the years ahead.
• Base pay range for this position is expected to be between $100,000 - $173,000.
• Total compensation package may include a target bonus and restricted stock units.
• Full range of medical, financial, and/or other benefits including 401(k) eligibility and various paid time off benefits.