The intelligent heart of customer experience.

Senior Incident Manager

ManagerManagerFull TimeRemoteTeam 5,001-10,000Since 2007H1B SponsorCompany Site LinkedIn

Location

Alabama + 3 more

Posted

14 days ago

Salary

$145K - $217K / year

Bachelor Degree5 yrs expEnglish

Job Description

• Respond to production incidents and coordinate engineering response efforts • Be the Incident Commander driving response and resolution for incidents • Drive data analysis to identify areas for improvement • Draft incident report and assign to appropriate parties • Facilitate post mortem incident review forums • Support engineering teams root cause analysis • Manage Root Cause Analysis process and provide details for reporting

Job Requirements

BS/BA in relevant field or equivalent experience
Minimum of 5+ years of directly related experience in a SaaS or hosted application service provider environment
Expert knowledge of Incident and Problem Management ITIL terms and practice
Familiarity with overall ITIL terminology and practice
Strong communication and business acumen
Understanding of IT operational processes, software development paradigms, and common SaaS provider architecture
Proactive, with excellent decision making skills
Independently meet and own deliverables
Exceptional communication skills both written and verbal