Senior Incident Commander

3 weeks ago

Sydney, Australia dynaTrace software GmbH Full time

Your role at Dynatrace

We are strengthening our incident management team. You will be at the helm, managing incidents and leading the way. Your role at Dynatrace is crucial in ensuring best-in-class reliability and shaping incident response for our customers. Your detailed responsibilities in this new team will be:

Prepare for Effective Incident Response:

- Response Coverage: Join a new global team of Incident Commanders coordinating incidents 24/7 in a follow-the-sun model
- Training and Preparedness: Train teams on incident response protocols and ensure readiness for critical incidents
- Process Improvement: Ensure our incident management process fits best-in-class, aligning with industry standards, the company, and customer needs

Navigate Critical Incidents with Success:

- Incident Coordination: Manage high-severity incidents, leading temporary response teams to ensure timely resolution and minimal business impact.
- Analysis and Mitigation: Coordinate the team to understand impacts, perform forensics, categorize and mitigate incidents, ensuring the right experts are engaged.
- Communications: Ensure all personnel know their roles during incidents. Keep teams aligned and ensure regular updates to customers and internal stakeholders.

Continuously Learn and Improve:

- Postmortem Management: Lead blameless postmortem sessions, reviewing incident response and resilience, and tracking execution of improvement actions
- Metrics and KPIs: Define and track key metrics to measure the effectiveness of incident management and leverage them for data-driven improvement planning.
- Customer Interaction: Prepare detailed postmortem write-ups for customers, providing clear and actionable insights. Monitor and report on SLAs.
- Stakeholder Communication: Maintain a holistic view of production status and communicate updates to internal stakeholders and customers

What will help you succeed

- Proven experience in incident management and SRE or Security Operations, ideally within a SaaS environment.
- Strong technical background with the ability to understand complex systems and troubleshoot issues.
- Strong team player who stays calm and keeps the focus for the group in challenging situations.
- Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
- Experience with postmortem processes and continuous improvement methodologies.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Passionate about pushing the limits to operate a vast SaaS solution reliable and performant at scale

Why you will love being a Dynatracer

- Dynatrace is a leader in unified observability and security.
- We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
- Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
- The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
- Over 50% of the Fortune 100 companies are current customers of Dynatrace.

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