Incident Manager - Level III

Job Title: Incident Manager - Level III
Location: Remote

Required Skills:
Incident management
Any experience with Splunk is a big plus
Experience with Linux/Unix
Experience in troubleshooting
Experience with resolving communication issues between back office systems/platforms, such as API-level message
Perform technical analysis
Production support
Excellent verbal and written skills

Responsibilities:
As a Production Support team member, you will manage incidents for new and existing products. This involves identifying, prioritizing, and resolving incidents within the Service Level Agreement (SLA) guidelines. The incident manager will also ensure that root-cause analysis is completed for high-severity incidents and shared with the appropriate product owners. Collaboration with various operations teams is required to resolve incidents quickly and efficiently. This role requires working in a 24/7 operations environment, including weekends and holidays, on an on-call basis. A bachelor's degree in Computer Science, Engineering, Business, or a related field, along with at least seven years of experience in the tech industry, is required. Knowledge of Customer Service Incident and Problem Management functions and a strong understanding of ITIL and Incident Management practices is essential. Additionally, experience with monitoring technologies and working in a large and complex operations environment is preferred.