Sr. Manager, Incident Management (Hybrid - Acton, MA or San Diego, CA)
About The Position
As part of a global operations team Senior Manager, Incident Management will be leading the incident management process of Insulet. The main goal of this role is to restore Insulet Platform services and operations as quickly as possible. In this role, a Senior Manager, Incident Management will be helping the operations teams with Incident response, Analysis, Containment, recovery, and post-incident root cause analysis. An incident manager should have an aptitude for understanding Insulet technologies and processes and have excellent communication and interpersonal skills.
Requirements
- Bachelor's degree required (preferred field of study: Information Technology or a related field).
- 10+ years of relevant experience in the field with at least 5 years of experience in IT service management, or a similar role.
- Strong communication and leadership skills
- Experience in incident management process (e.g. ITIL) and best practices.
- Ability to organize and breakdown larger tasks into meaningful units.
- Ability to work under pressure during high impact/high severity incidents.
- Technical knowledge in software/hardware/networking and security.
- Hybrid: NOTE: This position is eligible for hybrid working arrangements (requires on-site work from an Insulet office).
- #LI-Hybrid
Responsibilities
- Driving the incident management process and coordinating efforts with all teams involved, including SRE, R&D, IT, vendors, and stakeholder, in resolving the incident.
- Responding to incidents and initiating the incident management process.
- Prioritizing incidents according to their urgency and business impact.
- Coordinating response efforts and collaborating with the incident response team to ensure that all protocols are diligently followed.
- Communicating with internal stakeholders on major incidents and impacts.
- Producing documents that outline incident timelines and actions taken during the incident.
- Coordinating post-incident RCAs with responders and SMEs and communicating to stakeholders.
- Coordinating and managing incident managers’ schedules to provide uninterrupted services.
- Attend all required meetings including all the agile ceremonial (daily scrum, refinement, retrospective, PI planning) meetings.
- Stay up to date with the company’s training requirements.
- Perform other duties as required.
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO)
- And additional employee wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
