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Global Incident Response Manager

2 weeks ago

Dublin, Dublin City, Ireland beBee Careers Full time

Role Overview

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  • This is an exciting opportunity to join our team as a Senior Manager, Incident Management
  • The successful candidate will oversee the Incident Management team within our Engineering department

This role is crucial for advancing our service operations and incident remediation maturity. The Senior Manager, Incident Management will drive initiatives to proactively improve our incident preparedness and our organization's maturity in running 500+ services.

Main Responsibilities">
  • Develop and implement a strategy for the Incident Management team to improve incident identification, handling, reporting, and prevention
  • Establish clear priorities, objectives, and key results
  • Lead, mentor, and develop a global follow-the-sun team of incident managers
  • Oversee incident resolution to minimize customer and business impact
  • Improve incident management procedures
  • Enhance post-mortem analyses quality, rigor, and technical depth
  • Establish a culture of continuous learning and blameless retrospectives
  • Ensure action items get implemented
Key Performance Indicators">
  • Measure the health of our systems (SLIs / SLOs) and improve triaging and resolving incidents
  • Share lessons learned to prevent similar issues
Requirements">
  • Bachelor's or Master's degree in Information Technology, Computer Science, or a related field
  • Experience in a senior leadership role in Incident Management
  • Exceptional leadership, coaching, and team management skills

Familiarity with operating models in large complex tech organizations and strong communication and stakeholder management skills in a global organization.