Incident Coordinator

What you'll work on:

• Drive incident resolution by leading major incident conference calls, asking the right questions with cross-functional groups on a technical bridge
• Demonstrated capacity to lead under pressure, working with product and development teams during high priority incidents, helping assess priority and impact
• Manage all incidents through the incident management lifecycle
• Responsible for documenting all relevant events, getting status reports while driving decision-making and resolution
• Ensuring stakeholders are updated according to predefined service level agreements
• Ownership of the postmortem; ensuring appropriate root cause analysis is performed
• Drive improvements to ensure action items prevent future recurrences
• Compile metrics on a weekly and monthly basis. Maintain dashboards for service incidents and ad hoc reporting as requested
• Play an active role during critical incidents which may occur outside of normal business hours. Nights, weekends, and holidays on an on-call rotation basis is a must
• Other production engineering team tasks such as process improvements

Who you are:

• 1-2 years of experience coordinating and executing major incidents
• Previously managed a wide spectrum of internal and external stakeholders
• Worked in an organization with a complex business environment
• Leadership skills with the ability to make quick decisions
• Familiar with ITSM concepts
• Preferred technical and/or engineering background with experience
• You thrive being a self-starter, who can lead others during stressful situations
• Familiar with tools such as Confluence, Jira, and oncall management software such as PagerDuty