Leading
The DOC / IT Ops Engineer with experience in Incident Management, Problem Management, Change Management, Knowledge Management and Proactive Monitoring areas
Lead efforts involving the monitoring of key internal services and incident teams, as we'll as escalation and alerts to our crisis team(s)
Champion best practices of the DOC Playbook through the entire DOC team
Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for the DOC
Technology innovation mindset with AI Operations and self-healing scripts.
Monitoring and Alerting:
Continuously monitor internal IT and product-related incidents using various tools and platforms.
Develop, configure, and manage alerting systems to promptly identify and alert relevant parties to emerging issues.
Facilitate crisis team assessments or activations through rapid situational awareness to incident coordinators
Incident Management and Escalations:
Coordinate and escalate issues to appropriate teams and stakeholders as needed.
Maintain clear and concise communication during incidents, providing regular updates to stakeholders.
Collaborate with cross-functional teams to support root cause analysis of complex issues Document and maintain standard operating procedures for DOC response and escalation processes.
Continuous Improvement:
Identify opportunities for improving monitoring and alerting systems and processes.
Participate in post-incident reviews and contribute to the development of preventive measures.
Stay up-to-date with industry trends and best practices in all-hazards operations center operations and technologies.
Documentation and Reporting:
Maintain detailed and accurate incident logs and documentation.
Generate regular reports on tracked incidents, assessments, and status.
Provide insights and recommendations based on incident analysis and trends.

What you'll Need:

Education:
bachelors degree in Engineering, Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.
Experience:
Minimum of 6 years of experience in Digital Operations Center (DOC) or similar environment like NOC or IT Operations.
Proven experience with maintaining a common operating picture with existing monitoring tools and situational awareness dashboards .
Strong understanding of network protocols, systems, and infrastructure.
Skills:
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills.
Ability to work effectively under pressure and manage multiple priorities.
Proficiency in scripting languages (eg, Python, Bash), AI Ops is a plus.
Familiarity with ITIL practices and frameworks is desirable.
Familiarity with incident command system (ICS) principles and best practices in the technology industry
Certifications:
Relevant certifications such as CCNA, CCNP, or equivalent are preferred.

Engineer, Digital Operations Center