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Incident Response Operations Lead

2 months ago

Sparta, Michigan, United States ByteDance Full time
Key Responsibilities
Oversee global operations within the Incident Response Operations Center (IROC) at ByteDance's data facilities.

Act as the primary responder and initial line of defense, ensuring rapid detection and response to incidents utilizing a variety of monitoring and automation tools. Conduct comprehensive investigations of alerts, including classification and triage.

Address all infrastructure, facility, security, and safety incidents reported through various channels, including alarms and alerts from Server Operations and Maintenance, Datacenter Infrastructure Management, Network & Grafana, among others.

Manage incidents and critical situations with a problem-solving approach, performing detailed investigations of alerts.

Deliver insights into the efficiency of the incident response and recovery processes through regular reporting.

Analyze trends and patterns in events to pinpoint areas for enhancement and optimization.

Monitor incident response performance against established Service Level Agreements (SLAs) by notifying and alerting relevant stakeholders.

Handle escalation management by informing or initiating discussions with higher-level support teams involved in resolution processes.

Identify, evaluate, and communicate potential risks arising from event monitoring that may impact customer services.

Support program managers and facilitate project deliverables, enhancing overall operational security and engineering initiatives.

Qualifications
Minimum Qualifications
- A minimum of 5 years of experience in a service center or similar 24/7 operations environment.
- Background in a technology organization or experience as a team leader, along with operational program management experience.
- Strong understanding of technical components related to systems such as Server Health, Datacenter Environment, and IP Networks.

Excellent verbal and written communication skills are essential, with the ability to work independently, meet objectives, and maintain attention to detail while pursuing continuous improvements.

Proficient data analytics and presentation skills are required.

Basic knowledge of data protection regulations, including GDPR, and the importance of safeguarding sensitive information.

Willingness to be available on-call, including weekends, nights, and holidays.

Preferred Qualifications
- Over 5 years of experience in incident and problem management.
- Ability to perform well under pressure and within time constraints to resolve issues and fulfill deliverables.
- Familiarity with Ticketing systems, 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 advantageous.