Customer Support Apps Incident Commander/Project Management

Contractor, Full Time
San jose
Posted 2 months ago

Job Description:

  • participate in on-call rotation of Incident Commanders alongside Operations Lead Engineers in a global follow-the-sun support model. Lead outage response across operations team, bringing in other teams, vendors, and suppliers as needed to resolve incidents.
  • Lead and participate in incident postmortems and make recommendations to prevent future incidents based on data gathered during the postmortem process.
  • Work with operations team, service owners and customer teams to plan and implement service and application upgrades and changes, including ensuring that postmortem action items are followed through to completion.
  • In collaboration with the team, plan and implement projects to increase resiliency, ensure system compliance, and configuration standardization.
  • Coordinate with internal engineering teams such as telecom, network, security, hardware, and data center teams, and external suppliers and carriers on incidents, changes, and requests.

Minimum qualifications:

  • Strong communication and leadership skills.
  • Comfort with operating in a fasted-paced environment with the ability to prioritize tasks.
  • Manage time efficiently, and navigate ambiguity.
  • 5years of experience supportingglobal
  • BA/BS degree or equivalent practical experience.

Preferred qualifications:

  • Experience in incident response and problem management at a global scale.
  • Strong understanding of complex IT infrastructure and ability to troubleshoot issues.
  • Strong customer service, organizational, prioritization and multitasking skills.
  • Deep understanding in one or more of the following skill-set required within IT Operations: IP Telephony, Contact center, Linux. Networking, Proxy Servers, Security, Scripting & Automation, Application troubleshooting.

 

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