POSITION OVERVIEW
As Incident Commander in Global Operations Center, GBU Cloud Services, you will shape the frontier of Global Operation Centerby providing an elite service experience to our GBU partners. At Global Operations Center, we believe that incidents are unplannedinvestments, which gives us an opportunity to build trust and confidence within our GBU partners. Your focus will be to driveincidents to early service restoration and extract deep learnings from them. You demonstrate the ability to operate independently,collaborate with cross-functional teams to ensure that customer impact is mitigated, and deliver the highest quality service for allGBU Partners we serve.
RESPONSIBILITIES
- Accountable for end to end Incident Management Lifecycle
- Act in the role of an Incident Commander to facilitate high-severity incident triage
- Ensure that high-severity incidents achieve the necessary cross-functional engagement to drive resolution in a timely fashion
- Participate in on-call rotation for Incident Commander role after hours and on weekends
- Participate in regular review of open incidents and evaluate if technical resolution teams are remediating incidents in a timelyand effective manner
- Drive the use of incident metrics and perform first-level analysis of incident data to gain insights into service performanceand patterns of emerging issues
- Run regular incident review meetings with Cloud Operations cross-functional teams
- Provide focus for meetings to maximize benefit and respect the time of cross-functional representatives
- Provide oversight for Operation Engineer performance
- Serve as contact point for Global Operation Center management regarding process or performance issues
- Perform incident analysis
- Run post-incident debrief meetings to engage incident responders
- Analyze incidents using an interview-based approach to extract deep learnings, enabling organizational knowledge to grow
- Engage with cross-functional engineering teams to ensure timely follow-up on incident-related (forensic) activities accordingto internal processes
- Periodically review engagement and follow-through of cross-functional teams to ensure progress
- Lead Global Service Center service onboarding and documentation
- Facilitate onboarding of new services to the Cloud SOC
- Conduct meetings with cross-functional teams for education and mentorship during onboarding
- Review new and revised runbooks, evaluating their efficacy and relevance
- Confer with subject matter experts regarding enhancements to runbook documentation
MINIMUM QUALIFICATIONS
- 10 years of experience in a similar operations function within a high availability (HA), 24x7, mission-critical operationsenvironment
- Bachelor's degree in computer science or a related technology field or equivalent experience
- Superior verbal and written communication skills, including leading phone meetings for mission-critical incident triage
- Ability to participate in an on-call rotation for the Incident Commander role, including off-hours and weekends
- Process-oriented, energetic, and an analytical thinker
- Extensive experience troubleshooting operating system and application-level problems
- Solid understanding of ITIL methodology, incident management process and workflow, change and release management,and infrastructure services, with exposure to Linux and Windows servers
- Understanding of cloud computing, server clusters, high availability network configurations, DNS, SMTP, NTP, NAS, HTTP,storage technologies (SAN, NAS, Block Storage, Object Storage), and database concepts
- Ability to assimilate knowledge of new systems quickly and be adaptable
- Prior experience of driving incident bridges and leading mitigation path in cloud ebvironment is Mandatory
Career Level - IC4
