Senior Incident Lead

Job Description

WHAT IS THE OPPORTUNITY?As a Senior Incident Lead, you will be the driving force behind resolving high-severity, complex technical incidents (P1, P2, EP3, P3 and P4) that impact our products and customers. Beyond active incident command, you will champion the post-incident review process, driving systemic improvements to prevent recurrence (root cause analysis) and continuously maturing our site reliability operations (SRE). WHAT WILL YOU DO?

Lead initiatives to promote ServiceNow Ticket management, quality and alignment with Incident Management Communication and ensure SLA’s are managed 

Provide 7/24/365 support for urgent issues via rotational on-call schedule.

Produce accurate communication in time sensitive situations

Act as a single point of contact for internal clients to facilitate, manage and expedite escalations, requests and answer questions

Provide a focal point for process/tool enhancement...