Incident Resolution Specialist

3 weeks ago

Holmdel, New Jersey, United States Vonage Full time
Incident Manager

Vonage Engineering Mission:

Vonage London is the leading provider of cloud communications platforms, serving customers like Airbnb, Viber, and Snapchat. We're experiencing rapid growth in the Healthcare and Education sectors, and our platform processes over 1 billion API calls per month.

Why this role matters

We take the availability and reliability of our services seriously. As part of the Business Resiliency team, you'll drive speedy and successful remediation of incidents related to service interruptions or degraded customer experience.

Key Responsibilities
  • Ensure the smooth-running of highly technical incidents:
    • Drive high levels of engagement from initial triage to active investigation, impact mitigation, and problem remediation.
    • Work in partnership with global teams to identify problems and prevent incidents.
    • Communicate knowledgeably and with confidence across technical and business audiences.
    • Identify feature and process gaps and prioritize fixes.
    • Train individuals and teams in Incident Management processes.
  • Facilitate post-incident reviews:
    • Conduct post-incident retrospective meetings and identify follow-up actions.
    • Oversee the timely publication of root cause analyses within the organization and with external partners.
    • Collaborate with Product, Business, Engineering, and Support teams to ensure impacts are understood and remediation efforts are completed.
  • Report on incident outcomes:
    • Maintain outstanding incident records.
    • Publish reports demonstrating the health and efficiency of the Incident Management program.
    • Contribute to business stability meetings.
What we value

We're looking for self-confident, customer-focused, and structured individuals who can help us continue our spirit of innovation and growth. We believe in integrity, empowering our employees, and delivering value to our customers.

Requirements
  • Proven history in Incident Management in production environments.
  • 3+ years of experience in technical project/program management within agile teams.
  • Organized, analytical mindset with a strong technical background.
  • Understanding of restful APIs, distributed systems development, and monitoring tools.
  • Ability to accurately communicate problem statements, status, and impacts to technical and business audiences.
  • Data-oriented, critical thinker who can adjust focus over the course of an investigation.
  • Strong data analysis skills (GSheets experience preferred).
  • Keen interest in new technologies and willingness to research and self-study.
  • Ability to adapt to changes in business priorities and scope.
  • Self-directed, demonstrates leadership skills, and values team building.

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