Key skills
SaaSCommunicationDecision Making
About this role
Role Overview
- 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
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
Benefits
- Bonus
- Benefits