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Incident Manager

3 months ago

Irvine, United States Wevision LLC Full time

**Minimum Qualifications**:

- Bachelor’s degree in Computer Science, a related technical field, or equivalent practical experience.
- At least 5 years of experience in incident management, technical support, service, software development, quality assurance, solution consulting, or relevant software engineering projects.

**Preferred Qualifications**:

- Bachelor’s or Master's degree in Computer Science, Engineering, or equivalent practical experience.
- At least 5 years of hands-on experience in complex projects within the software industry.
- Proven ability to quickly grasp and master new topics through video training or documentation.
- Outstanding empathetic communication skills.
- Exceptional English language skills.
- Excellent documentation skills.
- Adept at multitasking, resilient, and capable of handling pressure.
- Ability to thrive in a fast-paced, ever-changing environment with multiple priorities.
- Demonstrated leadership abilities.
- Excellent logical thinking and analytical skills.
- Positive, enthusiastic and a key team player.
- A growth mindset with a commitment to lifelong learning.
- Strong troubleshooting skills and a passion for delving into technical fields.
- Desire for challenges and a track record of successful independent work.
- Flexibility in working shifts.
- Adaptability to changes and openness to new learning opportunities.
- Extensive experience collaborating with team members across global time zones to set and achieve team goals and overcome technical and non-technical challenges

**Nice-To-Have Qualifications**:

- Experience working in one or more of the following areas: big data, data streaming and processing, big data frameworks and tools, Apache Hadoop ecosystem (HDFS/HBase/Zookeeper/Yarn/Hive/Spark/Flink/Hue/Sentry), Kerberos, Cloudera Manager, Snowflake, AWS infrastructure and web services, Airflow, databases, Linux, Command line/scripts (Bash, Python/Json), authentication/authorization, Kubernetes, containers, Kafka, or similar technical projects.
- Proven hands-on experience in tech project management, tech support, or Dev/QA roles with strong troubleshooting skills.
- Familiarity with incident management systems like PagerDuty, version control systems like Github, monitoring tools like Datadog/Grafana, and collaborative platforms like Jira/Confluence/Google Docs.
- Ability to work locally in Irvine, CA

**About The Job**

As an Incident Manager working with one of our largest clients, you will play a pivotal role in managing incidents, communicating urgent issues, and ensuring seamless operations by collaborating closely with other Incident Managers, global peer Incident Engineers, and client-side senior engineers, leads, directors, and VPs. You will coordinate the team to ensure incidents are addressed quickly and accurately, lead and facilitate root-cause analysis to expand the team’s knowledge base, and minimize future occurrences. Additionally, you will write documentation for knowledge sharing, meeting notes, and other relevant materials. You will track Jira filters to assign tasks to Incident Engineers, collect data points, and generate reports for productivity and efficient tracking. This position offers an excellent opportunity to learn about cutting-edge technologies related to data processing and streaming, big data frameworks, Apache Hadoop ecosystems, Amazon Web Services, and more.

**Responsibilities**
- Lead and manage incident resolution for more than five major projects on the client side as the Incident Manager.
- Collaborate with US incident engineers to ensure timely issue awareness, mitigation, and efficient incident handling.
- Cooperate with the global incident team for hand-offs, communication, issue discussion, and knowledge sharing
- Communicate effectively with end users and clients to set expectations for incident mitigation.
- Distribute and assign regular tasks to incident engineers, ensuring efficient utilization of resources.
- Monitor project status, perform statistical analysis, and conduct periodic meetings with client-side leads.
- Develop a general understanding of the products and provide guidelines to the incident engineers as needed.
- Foster proactive communication with incident engineers and client-side senior engineers/team leads.
- Be prepared to handle urgent and critical incidents by diving in and providing immediate support.
- Summarize learning points and document knowledge to share with the global team.
- Provide guidance and feedback to the incident team, encouraging continuous improvement.
- Continuously learn from runbooks, existing documentation, online resources, and videos to expand your knowledge base.
- Organize and host team meetings and demos as required to facilitate effective communication and collaboration. Organize meeting notes and follow-ups.
- Rotate based on the Oncall schedules with flexible working hours

WeVision is proud to be an equal opportunity workplace and is an affirmative action