Our Benefits In The U
SeniorIncidentCommander
“Senior Incident Commander at Our Benefits In The U. Skills: Incident Commander, Cloud Services Support, Incident Analysis, Process Improvement. Facilitate high-severity incident triage. Ensure cross-functional engagement for incidents”
What You'll Achieve.
Mitigate customer impact; Drive incidents to resolution; Extract deep learnings; Deliver highest quality service; Optimize platform resiliency; Optimize platform quality
Industry & Context.
Analytical thinker; Root cause analysis
On-call rotation
What They're Looking For.
Must Have
10+ years operations experience, 3-5 years leading production environments, Bachelor's degree or equivalent experience, Proficient communication (written/oral), Participate in on-call rotation, Process-oriented, Energetic, Analytical thinker, Understand technical deployment impact, Solid understanding AWS infrastructure, Solid understanding cloud computing, Assimilate new knowledge quickly, Adaptable
Nice to Have
8+ years operations experience, Experience with Jira, Experience with Confluence, Experience with ServiceNow, AWS Certifications, Knowledge of incident analysis, Knowledge of problem management, Knowledge of change management, Understanding of Dynatrace, Understanding of Catchpoint, Experience defining operational processes, Experience maintaining operational processes, Experience administering AWS accounts, Experience administering AWS instances, Experience administering network infrastructure, Experience defining operational reports, Experience maintaining operational reports, Experience with Managed Service Providers
What You'll Do.
Facilitate high-severity incident triage
Ensure cross-functional engagement for incidents
Drive incidents to resolution
Communicate clear updates to stakeholders
Participate in on-call rotation
Review open incidents
Evaluate team remediation efforts
Drive use of incident metrics
Perform first-level analysis of incident data
Gain insights into service performance
Identify patterns of emerging issues
Run Incident Review meetings
Provide focus for meetings
Provide oversight for engineer performance
Act as escalation point
Investigate process issues
Investigate performance issues
Run post-incident debrief meetings
Drive engagement with incident responders
Analyse incidents using interviews
Extract deep learnings from incidents
Engage with Engineering Teams
Ensure incident follow-up activities
Develop data analyses strategies
Implement data analyses strategies
Develop data collection strategies
Implement data collection strategies
Optimize platform resiliency
Optimize platform quality
Recommend improvements based on analysis
Review engagement of cross-functional teams
Ensure forward progress is made
Facilitate on-boarding of new services
Educate teams on onboarding
Mentor through onboarding process
Perform periodic review of runbooks
Evaluate runbooks for efficacy
Evaluate runbooks for relevance
Confer with subject matter experts
Enhance existing runbook documentation
How You'll Work.
Team & Collaboration
Cross-functional teams; Cloud Operations teams; Engineering Teams
Communication Scope
Written communication; Verbal communication; Nonverbal communication; Online meetings
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