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Senior Incident Manager
Il y a 2 mois
Hivebrite is a leading community management and engagement platform that empowers organizations to create impactful communities. With a mission to provide the tools needed to succeed, our SaaS platform serves customers across various industries, including higher education, non-profit, and corporate. Founded in 2015, we have grown to over 900 customers worldwide, including notable brands like Boeing, the Obama Foundation, and the University of Notre Dame. Our global team of over 170 people, representing 30+ nationalities, is dedicated to achieving a healthy work-life balance and fostering a collaborative environment.
Your RoleAs a Senior Incident Manager at Hivebrite, you will play a critical role in ensuring the smooth operation of our production environment. Your responsibilities will include:
- Providing top-tier support to ensure a reliable platform for our customers
- Working closely with engineers and the customer support team to detect, analyze, and resolve production issues
- Bringing improvements to reduce the number of incidents and their impact
Your mission as a Senior Incident Manager will be to:
- Act as the first point of contact for alerts and monitors
- Collaborate with the technical and product teams to ensure smooth deployments, releases, and address any environment anomalies
- Monitor and analyze system performance to influence the product roadmap and enhance reliability and efficiency
- Ensure the maintenance of detailed documentation for processes, incident responses, and troubleshooting guides
- Lead the incident response process, coordinating with cross-functional teams to resolve critical issues promptly
- Own post-incident analysis, ensuring comprehensive documentation and communication of learnings to relevant stakeholders for continuous improvement
- Prioritize and dispatch production support activities across teams to provide advanced support for production issues, including root cause analysis and resolution
- Suggest proposals to automate and streamline support tasks and reduce manual intervention
- Work together with Delivery and Engineering leadership to ensure reliability, monitoring, and tooling improvements
- Promote and improve production-centric practices within the Product and Engineering department
To be successful in this role, you will need:
- At least 5 years of experience in a production support role, with at least 2 years in a senior or lead position
- Excellent problem-solving and analytical skills
- Strong communication and collaboration skills
- Highly organized and detail-oriented
- Proficiency with monitoring tools like Datadog, Sentry, and security tools like Wiz (or similar)
- Proven experience with Kubernetes and container orchestration
- Good knowledge of cloud computing concepts (GCP)
- Basic knowledge of infrastructure automation tools like Terraform
Hivebrite offers a competitive salary package, a 500 remote equipment allowance, and a work-from-home starter kit. We also provide a range of benefits, including support for mental health, access to physical activity, and a flexible remote policy. Our team is international, and you will have the opportunity to work with people from diverse backgrounds. We also offer internal mobility and professional training to support your career growth.
