Responsibilities
- Facilitate incidents through the entire incident lifecycle
- Provide clear, accurate, and timely updates to internal partners and management during incidents
- Educate internal partners in terms of our processes
- Understand customer expectations and optimize the Incident Management processes with functional teams
- Work closely with Problem Management, to ensure we provide the right outputs
- Leverage communication skills to successfully interact with team members, stakeholders, and customers
- Prioritize and triage incidents based on their criticality and impact
- Document incidents and create post-incident reports for management and stakeholders
Requirements
Skills:
- Excellent interpersonal skills (both oral & written), English is a must!
- General knowledge of cloud technologies, familiarity with basic networking technologies, software development and hosting concepts
- Problem-solving skills to identify and analyze incidents
- Understanding of Service Level Agreements (SLAs) and Service Level Objectives (SLOs)
- Ability to balance strength & diplomacy
- Experience managing complex incidents in a hybrid or multi-cloud environment
- Collaboration skills working with local and remote teams
- The ability to see the big picture & to create a clear, focused plan out of a world of noise
- A motivated, can-do demeanor
- Common sense
The successful applicant will also be:
- Able to grasp complex technical concepts & translate them into a simple to understand language
- Able to act in the implementation of new processes & improvement of existing processes
- Able to maintain calm in fast paced situations
- Self-motivated, willing to ask questions and use information to proactively affect change & achieve results
- Someone who works well with a variety of different personality types
- Able to think through complex issues & propose alternative solutions to problems
- Unflappable – able to take change in stride
- Able to infect the team with your passion and enthusiasm
Preferred Skills and knowledge:
- Proven understanding of Incident Management frameworks such as ITIL, ISO 20000 or COBIT
- Strong product knowledge of the Adobe products
- Experience managing projects with remote/geographically dispersed team members
- Experience using MS Office products (Excel, Word, Outlook, PowerPoint, Excel)
