Lead the 24/7 Command Center/NOC operations, ensuring 100% visibility of system health and security events
Develop, maintain, and execute the monitoring and incident response strategy, including playbooks, automation, and tooling to shift from reactive to proactive, data-driven operations
Define, monitor, and report on key performance indicators to measure operational efficiency of the Command Center team
Develop playbooks by coordinating with domain owners and ensure more self-sufficiency and diagnosis accuracy
Maintain the knowledge base for repeat alerts and incidents, Known Error Database (KEDB) and produce trend analysis reports for senior leadership
Act as the primary liaison to senior leadership, providing timely, accurate updates
Oversee root cause analysis (RCA) for repeat alerts and incidents
Apply techniques and required intervention to prevent major incidents by effectively handling alerts and dashboard anomalies
Build, lead and empower a high-performing team of incident managers, command center analysts, and technical leads
Identify opportunities to improve IT service reliability and reduce operational risks related to people, process and technology
Provide continuous feedback to Observability, Automation, Resiliency and Domain teams on improving observability posture, automation, single points of failures, architectural and design gaps
Mentor and develop other team members, providing training and stay current with industry best practices and technologies

Requirements

Progressive and proven experience and expertise in Production Services
running NOC/Command Center, SRE
Well versed with principles of ITSM
Experience with observability tools, dashboards and diagnostics to be able to troubleshoot and coach people
Knowledge of key technology components and architectural principles

Benefits

401K matching
health benefits
employee stock options
paid time off
volunteer time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident responsemonitoringroot cause analysisdata-driven operationsperformance indicatorstrend analysisobservabilityautomationdiagnosticsIT service management

Soft Skills

leadershipteam buildingmentoringcommunicationcollaborationproblem-solvingcoachingfeedbacktrainingorganizational skills