Dynatrace Incident Management Leader

2 days ago

Sydney, New South Wales, Australia Dynatrace Full time
Lead Incident Response at Dynatrace

We are strengthening our global incident management team with a Senior Incident Commander who will drive best-in-class reliability and shape incident response for our customers. This crucial role is responsible for ensuring timely resolution of high-severity incidents, maintaining process improvement, and fostering a culture of continuous learning.

Key Responsibilities:
  • Manage high-severity incidents, leading temporary response teams to ensure minimal business impact and timely resolution.
  • Coordinate the team to understand impacts, perform forensics, categorize, and mitigate incidents, ensuring the right experts are engaged.
  • Communicate effectively with personnel, keeping them informed of their roles during incidents, ensuring regular updates to customers and internal stakeholders.
Incident Coordination and Analysis

As an Incident Commander, you will be responsible for coordinating responses to critical incidents. This includes analyzing incident impacts, performing forensic analysis, categorizing, and mitigating incidents to minimize business disruption. You will also coordinate the engagement of the right experts to resolve issues efficiently.

Continuous Improvement and Learning

You will lead blameless postmortem sessions, reviewing incident response and resilience, and tracking execution of improvement actions. Additionally, you will define and track key metrics to measure the effectiveness of incident management, leveraging data-driven insights for improvement planning. You will also prepare detailed postmortem write-ups for customers, providing actionable insights and monitoring SLAs.

Required Skills and Qualifications:
  • 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.
  • 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.
What We Offer:
  • A one-product software company creating real value for the largest enterprises and millions of end customers globally.
  • Working with the latest technologies and at the forefront of innovation in tech on scale.
  • Flexible working models that offer the flexibility you need, ranging from full remote options to hybrid ones combining home and in-office work.
  • An international mindset shaped by diverse personalities, expertise, and backgrounds of our global team.
  • Attractive compensation packages and stock purchase options with numerous benefits and advantages.

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