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Incident Response Manager

2 months ago

Emory, United States ByteDance Full time

Responsibilities Delivering global operations within the IROC (Incident Response Operation Center) ByteDance datacenter. First responder and layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conduct thorough investigation of alerts, classification and triage. Respond to all infrastructure, facilities, security, and safety events notified via various means, such as alarms/alerts set in Server Operations and Maintenance, Datacenter Infrastructure Management, Network & Grafana, and other functions. Respond to incidents and critical situations in a problem-solving manner, and conduct in-depth investigation of alerts. Provide insights into the effectiveness of the incident response and recovery process through regular reports. Analyze trends and patterns in events to identify opportunities for improvement and optimization. Monitor the performance of incident response against the agreed-upon SLAs by alerting and notifying stakeholders. Escalation Management notifying or initiating discussions with higher-level support teams engaging in resolution processes. Identify, assess and communicate potential risks arising through event monitoring that could affect customer's service. Support program managers and facilitate project deliverables, improve overall operational security and engineering initiatives. Qualifications Minimum Qualifications 5+ years experience in service center, or similar 24x7 operations center environment. Experience in a technology company or experience as a team lead, and experience in operation program management. Strong knowledge of technical elements associated with systems such as Server Health, Datacenter Environment and IP Networks. Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements. Good data analytics and presentation skills. Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure. Willingness to be on call including weekends, nights, and holidays. Preferred Qualifications 5+ years of experience as an incident and problem manager. Works well under pressure and within time constraints to solve problems and complete deliverables. Experience with Ticketing, Grafana, Servers and Data Center Systems. Working knowledge and/or certifications in ITIL, CompTIA Server+, Schneider Electric Data Center Certified Associate (DCCA), Data Analytics and Visualization. Knowledge of Cybersecurity, Lenel and Avigilon systems is a plus.

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