Working in the area of information technology, an Incident Manager is essentially responsible for the upkeep and smooth operations of IT systems, identifying, managing, and resolving time-sensitive escalations, performing analysis of data from a variety of sources to identify possible risk indicators. They oversee all aspects of the incident coordination process, from evaluation to resolution. An Incident Coordinator records all issues and helps to design ways to prevent similar problems in the future. He or she will coordinate between technical support teams, create procedures to deal with problems and develop or figure out solutions.
Core Skills & Responsibilities
- Identifying, managing, and resolving time-sensitive escalations in a 24X7 setup
- Managing a team of 4-6 Incident Co-ordinators, planning shifts, handovers and co-ordination.
- Acting as PIC for Customers during an incident/outage, provide regular status updates, handle escalations.
- Performing analysis of data from a variety of sources to identify possible risk indicators
- Performing incident triage, to include determining scope, urgency, and potential impact, identifying the specific vulnerability, and making recommendations that enable expeditious remediation.
- Performing escalation trend analysis and reporting
- Performing real-time incident handling tasks to support world-wide operations
- Analyzing escalations from various sources within Rakuten, determining possible root causes and identifying preventative actions.
- Tracking and documenting incidents from initial detection through final resolution.
- Writing and publishing techniques, guidance, and reports on incident findings
- Serving as technical expert and liaison to law enforcement and legal personnel
- Coordinating with analysts to correlate risk assessment data
- Monitoring external data sources to maintain currency of threat condition and determine which issues may have an impact on production operations
- Drafting and presenting deep-dive documents and reports on policy and process gaps to senior executives.
Ideal Candidate for this role:
- Define and lead execute incident management process and guidelines
- Understand the implications of change(s) and flag risks as required
- Consider the relative costs and benefits and impact of potential actions to choose the most appropriate one
- Lead post incident investigation process, drive future corrective actions and monitor exceptions.
- Dissect complex problems to develop and evaluate options and implement solutions
- Function effectively in a dynamic, fast-paced environment.
Basic Qualification
- Minimum 10+ years of experience managing incidents, escalations, crisis management, risk management, or other relevant experience in a fast-paced environment.
- Can handle pressure of working in a 24X7 incident management setup
- Deep knowledge of infrastructure setup and data center operations
- Familiarity with multiple monitoring & analytic tools, databases, and techniques.
- Exceptional bias for action willing to move quickly and decisively to resolve an incident.
- Demonstrated problem solving and decision-making skills.
- ITIL certified and possesses sound knowledge of problem and incident management
Preferred Qualification
- 2-3 years of experience working in industries which support public/private cloud, data center operations, NOC, SOC etc
- 2+ years working cross functionally with tech and non-tech teams.
- Exceptional written and verbal communication skills with demonstrated experience writing for and briefing executive-level stakeholders.
- Ability to think critically and logically, with the vision to work both tactically and strategically.
Rakuten is committed to cultivating and preserving a culture of inclusion and connectedness. We are able to grow and learn better together with a diverse team and inclusive workforce. The collective sum of the individual differences, life experiences, knowledge, innovation, self-expression, and talent that our employees invest in their work represents not only part of our culture, but our reputation and Rakuten's achievement as well. In recruiting for our team, we welcome the unique contributions that you can bring in terms of their education, opinions, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran's status, color, religion, disability, sexual orientation, and beliefs.
