Incident Commander

• Experience in a similar operations function within a high availability (HA), 24x7, mission critical operations environment.
• Bachelor s degree in computer science or a related technology field or equivalent experience
• Superior verbal and written communications skills, including leading phone meetings related to mission-critical incident triage
• Ability to participate in an on-call rotation for the Incident Commander role including off-hours and weekends
• Must be process-oriented, energetic and an analytical thinker
• Extensive experience in troubleshooting operating-system and application-level problems
• Solid understanding of ITIL Methodology, Incident management process and workflow, Change and Release Management, infrastructure services, with exposure to Linux and Windows Servers
• Understanding of concepts and technologies such as, but not limited to: cloud computing, server clusters, high availability network configurations, DNS, SMTP, NTP, NAS, HTTP, Storage technologies (SAN, NAS, Block Storage, Object Storage) and Database concepts.

Roles & Responsibilities

• Accountable for end to end Incident Management Lifecycle
• Act in the role of an Incident Commander to facilitate high-severity incident triage
• Ensure that high-severity incidents achieve the necessary cross-functional engagement to drive them to resolution in a timely fashion
• Participate in on-call rotation for Incident Commander role for after hours and weekends
• Participate in regular review of open Incidents and evaluate if technical resolution groups teams are remediating incidents in a timely and effective manner
• Drive the use of incident metrics and perform a first-level analysis of incident data to gain insights as to service performance and patterns of emerging issues
• Run regular Incident Review meetings with Cloud Operations cross-functional teams
• Provide focus for the meetings in order to maximize benefit and respect the valuable time of the cross-functional representatives who attend
• Provide oversight for Operation Engineer Performance
• Act as a contact point for the Global Operation Center management for investigation of issues regarding process or performance
• Perform Incident Analysis
• Run post-incident debrief meetings to drive engagement with incident responders
• Analyze incidents using an interview-based approach to extract deep learnings from incidents allowing the organization s knowledge to grow as a result
• Engage with cross-functional Engineering Teams to ensure that Incident follow-up (forensic) activities are happening in a timely fashion (as governed by our published internal processes)
• Periodically review engagement/follow-through of cross-functional teams to ensure forward progress is being made
• Global Service Center Service on-boarding and documentation
• Act as a facilitator for on-boarding of new services to the Cloud SOC
• Conduct meetings with cross-functional teams to educate them and act as their mentor through the on-boarding process
• Perform required periodic review of new and revised runbooks, evaluating them for their efficacy and relevance
• Confer with subject matter experts in Forge and Engineering regarding enhancement of existing runbook documentation.