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Senior Specialist - Cloud & Infra Management

Job Req Id:  1301659

Being part of a Global Incident Management shift pattern to ensure 24x7 coverage. This position requires potential work outside of normal business hours and/or an on-call rotation

• Take full responsibility for major incident management from initiation until an acceptable IT work around is in place

• Manage all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions

• Work closely with technical/engineering teams, the Operations Command Center, Service Desk, and other Incident Teams to ensure effective identification of incidents

• Lead any ''major incident reviews'' and/or lead the CSS ‘live site review’ or participate in the appropriate Engineering ‘live site review’ in line with incident management processes and procedures to ensure effective post incident documentation is produced to:

• Collaborating with engineering teams, obtaining a deep technical understanding of their core tools and associated processes

• Ticket management ensuring stakeholders are updated on progress, timeframes and resolution plans

• Ensures vendors are adhering to all KPIs through quality and reporting checks

• Manages any escalations or queries on the incident/major incident process

• Working with the engineering teams to conduct root cause analysis on technical issues. Complying with all relevant security, quality, and regulatory policies as well as department development standards


Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in managing incidents, escalations, crisis events, or other relevant experience in a fast-tempo environment .Enterprise experience in Incident Management and ability to understand a diverse set of potential business impacts due to incident

Min Salary:  55000
Max Salary:  60000

Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Service Desk, Engineer, Cloud, Manager, Customer Service, Engineering, Management, Technology

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