Leading:

• Lead efforts involving the monitoring of key internal services and incident teams, as well as escalation and alerts to our crisis team(s).

• Champion best practices of the DOC Playbook through the entire DOC team.

• Guide the implementation, continuous improvement and documentation of new and existing policies, procedures and processes for the DOC.

• Coordinate with facilities and security with regard to physical location(s) requirements.

Monitoring and Alerting:

• Continuously monitor internal IT and product-related incidents using various tools and platforms.

• Develop, configure, and manage alerting systems to promptly identify and alert relevant parties to emerging issues.

• Facilitate crisis team assessments or activations through rapid situational awareness to incident coordinators.

Incident Management and Escalations:

• Coordinate and escalate issues to appropriate teams and stakeholders as needed.

• Maintain clear and concise communication during incidents, providing regular updates to stakeholders.

• Collaborate with cross-functional teams to support root cause analysis of complex issues.

• Document and maintain standard operating procedures for DOC response and escalation processes.

Continuous Improvement:

• Identify opportunities for improving monitoring and alerting systems and processes.

• Participate in post-incident reviews and contribute to the development of preventive measures.

• Stay up-to-date with industry trends and best practices in all-hazards operations center operations and technologies.

Documentation and Reporting:

• Maintain detailed and accurate incident logs and documentation.

• Generate regular reports on tracked incidents, assessments, and status.

• Provide insights and recommendations based on incident analysis and trends.

• Facilitation of post-mortem and Root Cause Investigations with Site Reliability Engineers.

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.

Experience:

• Minimum of 8 years of experience in a leadership position, ideally overseeing Digital Operations Center (DOC), Major Incident Management Operations (IMOC) or similar environment.

• Proven experience with maintaining a common operating picture with existing monitoring tools and situational awareness dashboards.

• Strong understanding of network protocols, systems, and infrastructure.

Skills:

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills.

• Ability to work effectively under pressure and manage multiple priorities.

• Experience with ServiceNow Major Event Management Modules a plus.

• Familiarity with ITIL practices and frameworks is desirable.

• Familiarity with incident command system (ICS) principles and best practices in the technology industry.

Work Environment:

• This position may require shift work to ensure 24/7 coverage of the DOC.

• Ability to work in a high-stress, fast-paced environment.