Incident Management Specialist

10 hours ago

Sydney, New South Wales, Australia beBeeReliability Full time $170,000 - $195,000
Senior Incident Manager Role Overview

The Senior Incident Commander will lead an incident management team, ensuring best-in-class reliability and shaping incident response for our customers. This role is crucial in managing incidents, leading temporary response teams, and coordinating efforts to ensure timely resolution and minimal business impact.

This position requires a strong technical background with the ability to understand complex systems and troubleshoot issues. The ideal candidate will have proven experience in incident management and SRE or Security Operations, ideally within a SaaS environment.

Key Responsibilities:
  • Prepare for Effective Incident Response: Coordinate 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 and customer needs
  • Navigate Critical Incidents with Success: 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 stakeholders
  • Continuously Learn and Improve: 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
Requirements:
  • Proven Experience: Proven experience in incident management and SRE or Security Operations, ideally within a SaaS environment.
  • Technical Background: Strong technical background with the ability to understand complex systems and troubleshoot issues.
  • Team Player: Strong team player who stays calm and keeps the focus for the group in challenging situations.
  • Communication Skills: Excellent communication skills, both written and verbal, with the ability to convey technical information to stakeholders.
  • Postmortem Experience: Experience with postmortem processes and continuous improvement methodologies.
  • Flexible Work Environment: Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
About Our Company
  • Culture of Excellence: We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
  • Partnerships: Our employees work with leading partners worldwide to create strategic alliances.
  • Innovative Technology: The Dynatrace platform uses cutting-edge technologies to help customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.
  • Dynatrace Customers: Over 50% of the Fortune 100 companies are current customers.

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