Engineer, Digital Operations Center

• 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.