Description:
Be a part of our success story. Launch offers talented and motivated people the opportunity to do the best work of their lives in a dynamic and growing company. Through competitive salaries, outstanding benefits, internal advancement opportunities, and recognized community involvement, you'll have the chance to create a career you can be proud of. Your new trajectory starts here at Launch.
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We are looking for a Project coordinator with 7-10 years of Cloud Based Knowledge and Project managerial experience to support our Live Site Operations Team. The Project coordinator is expected to work with the team responsible for driving operations, tracking, and reporting metrics, and actively improving the tools our on-call engineers use for incident investigation.
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Key Responsibilities:
Driving Daily Stand-Ups with On-Call Engineers (OCE) and incident manager (IM)
• Make sure that incidents are being mitigated appropriately.
• Make sure that incidents are being root caused by appropriate engineers.
• Being aware of long-standing active issues to properly convey the working issues to the next shift of OCEs.
Drive Weekly Service Review and ensure all SLA’s goals are met by holding people accountable.
• Ensuring all incidents are appropriately root caused and necessary repair items are logged correctly.
• Maintaining/updating the Incident Review dashboard/data relevant to the teams at the time.
• Driving the meeting and making sure OCEs/IMs add any additional relevant information to the incident that did not already exist there.
• Create follow-up tasks for OCEs in relation to specific incidents where needed.
• Seek feedback to improve overall experience.
• Stay on top to get incidents resolved in a timely manner.
Track and Report Incident Related Metrics on a weekly basis
• Build dashboards to track metrics.
• Be able to bring visibility into the patterns of problems to the leads.
• TTX Metrics around Incidents (Detect, Engage, Mitigate, Resolve)
• Number of Incidents based on Severity.
• Number of Incidents manually created/transferred.
Modify Trouble Shooting Guidelines (TSGs) as needed based on Incidents.
Track and Report Service-Related Metrics
• Calculate availability of service based on incidents.
• Provide automated way for management to consume and report metrics.
• Bring visibility into top issues requiring attention, have a sense of ownership of the problem space and drive to proactively resolve the problems.
• Deliver Engineering work to Automate TSGs
• Automating data gathering and analysis based on service signals.
• Automatic incident enrichment/mitigation from TSG steps
Preferred Skillset
• In-depth knowledge of Microsoft Windows Server System products
• Windows (Current released versions, Previous release version)
• Knowledge and Experience in scripting languages (PowerShell)
• Knowledge and Experience working with Databases.
• Ability to independently execute work and report to Client/Manager.
• Ability to ramp-up quickly based on documentation/peer mentoring.
• Troubleshooting skills to diagnose queries and data.
• Data visualization skills to cleanly present and communicate critical metrics.
• Strong written and verbal communication skills in English
• Strong critical thinking skills
• Knowledge on SLA
• Good to have knowledge on Power BI.
