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Incident Manager

About StackPath

StackPath is a platform of secure Internet services built at the cloud's edge. StackPath services enable developers to build protection and performance into any cloud-based solution—from apps, to games, web sites, and beyond—without needing cloud security and delivery expertise of their own. More than 800,000 customers already use StackPath services, ranging from early-stage enterprises to Fortune 100 organizations. Headquartered in Dallas, Texas, StackPath has offices across the U.S. and around the world. For more information, visit stackpath.com and follow StackPath at www.fb.com/stackpathllc and www.twitter.com/stackpath.

About the Role

The Incident Manager will be the point person for all Incident and Major Incident processes and procedures for the global team.  The Incident Manager will employ ITIL standards and will work alongside other ITIL function leaders such as Problem and Change Managers.  The Incident Manager will be responsible for the critical incident process and managing the utilization of the process to lead critical incidents.  The Incident manager will develop and utilize the appropriate metrics to demonstrate improvements and degradation in the adherence of process.  The Incident Manager will also work with the Problem Manager to feed into the RCA process.

This role with report to our: Technical Operation Senior Director

Essential Duties and Responsibilities

  • Drives daily incident management practice for global NOC and Systems engineering teams
  • Manages critical incident process and ensures procedures are followed
  • Drives improvements in the incident lifecycle and drives performance improvements in response and resolution
  • Works closely with Shift Supervisors and Platform Operations Management to ensure adherence to standard policies and procedures for alert handling and incident response
  • Ensures communication of Incident policies and procedures to the supporting teams
  • Monitors and reports on team KPIs and provides guidance to various teams to drive improvement
  • Evaluates Incident procedures and policies on a continuous basis
  • Tracks escalations to other teams and works with other team leads / managers to drive escalations to resolution
  • Tracks follow-up action items relating to platform incidents and works with other teams to drive these items to resolution
  • Produces leadership overview and weekly/monthly metrics package for review and action identification

Desired Skills and Experience

  • ITIL V4 Foundation or better
  • Strong experience in ITIL Service Design and Operations
  • 3+ years working as an Incident Manager in a 24x7x365 environment or similar experience
  • 3+ years’ experience in a team leadership role working with outside support teams to affect reaching goals
  • 3+ years working in an IT Infrastructure related environment
  • Exceptional written and verbal communication skills
  • Exceptional troubleshooting and problem-solving skills
  • Demonstrated ability to work remotely with a team

This job description is not intended to be all-inclusive.

StackPath is an Equal Opportunity Employer. EOE/AA M/F/D/V

 

If your experience and qualifications match our current needs, a member of our human resources team will contact you. We look forward to hearing from you.

StackPath collects and processes personal data submitted by job applicants in accordance with our Privacy Policy

 

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