Global Incident Management Operations Lead
hace 11 horas
Vistaprint is the design and marketing partner to millions of small businesses worldwide. Our mission is to help entrepreneurs, artists, and creators turn their passion into a successful business with high-quality printed and digital marketing products at an affordable price.
We have over 80 product teams in our engineering department building and operating frontends, services, data pipelines, and machine learning models under a "You Build It, You Run It" principle.
Incident management at Vistaprint is not just about remediation; it's about uncovering unknowns and helping our organization continually increase its operational posture. Our goal is to reduce the likelihood of major incidents, minimize impact, and reduce incident duration across the services we build and operate.
We support teams in identifying, triaging, and coordinating production incident remediation, both large and small. We help teams prepare for future incidents by advising on monitoring and alerting practices, running incident drills, and sharing best practices.
It's an exciting time to join our team as we prioritize operational excellence, ensuring all customer experiences delight.
Senior Manager, Incident Management Job SummaryThe Senior Manager, Incident Management will oversee the Incident Management team within Vista Engineering. This role is crucial for advancing service operations and incident remediation maturity.
This position drives initiatives to improve incident preparedness and organizational maturity in running 500+ services. They optimize processes and systems to reduce Mean Time To Detect (MTTD) and Mean Time To Resolve (MTTR), champion organizational learning from incidents, and strengthen communication and stakeholder relationships.
Responsibilities and Requirements- Develop and implement a strategy for incident identification, handling, reporting, and prevention.
- Establish, align, and communicate clear priorities, objectives, and key results.
- Lead, mentor, and develop a global, follow-the-sun team of incident managers.
- Oversee incident resolution to minimize customer and business impact.
- Improve incident management procedures.
- Enhance post-mortem analysis quality, rigor, and technical depth.
- Establish a culture of continuous learning and blameless retrospectives.
- Ensure action items are implemented.
This position defines and implements organizational-wide initiatives to measure system health (SLIs / SLOs) and improve triaging and resolving incidents.
Lessons learned are shared to prevent similar issues' recurrence.
Reporting and MetricsKey performance indicators (KPIs) are improved to measure incident reaction ability.
Data-driven insights identify trends and areas for improvement.
Regular updates and KPIs are disseminated and reviewed with the organization and senior leadership.
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