System Event Manager

Wing

3d•Remote

About The Position

Wing is looking for a System Event Manager to join our System Event Management team. This role is a remote based role in the United States. This role is part of the System Event Management organization. This role is a centralized function that supports all of Wing’s engineering and operations teams. This position seeks highly-motivated individuals who enjoy working in fast-paced, collaborative environments troubleshooting critical, emerging incidents. The successful candidates are able to utilize technical system understanding to coordinate rapid response activities by operations and engineering personnel while communicating with various stakeholders and executives to provide information that is A.A.R.T: Accurate, Actionable, Relevant, and Timely.

Requirements

3 - 6+ years of direct experience managing incidents, having served as an Incident Commander or lead responder for high-severity, cross-functional incidents within a complex operational environment.
Bachelor's degree in a directly related field or equivalent practical experience
Confident and sound decision-making abilities with strong and creative problem-solving skills
Ability to monitor and take in multiple information streams while working in real-time, high-pressure environments
Ability to communicate thoroughly, clearly, and concisely in these high-pressure environments.
Providing accurate and concise updates to a wide audience of critical stakeholders
Coordinating with technical, non-technical, operations, and regulatory affairs personnel
Providing direction to engineering and operations personnel in fast-paced, high-stakes environments
Ability to communicate with technical and non-technical stakeholders
Ability to adjust to a changing environment, manage competing and rapidly shifting priorities and deadlines with a strong attention to detail
Experience with program management, operations process development and emergency or incident response
Ability and willingness to work a [5 or 7] day rotating shift schedule, which may include nights, weekends, and holidays

Responsibilities

Lead during cross-functional incidents - orchestrating response efforts, making decisive real-time decisions, and coordinating all necessary stakeholders to safely and efficiently resolve issues
Manage first level investigation and triage of reported issues in order to determine the impacted systems and coordinate appropriate stakeholders to mitigate any effects
Thoroughly and carefully document all response actions taken as well as basis for resolution via incident management tooling systems
Document details, outcomes, and lessons learned from incidents and support documentation of standard solutions per engineering instruction for internal teams
Recommend procedural improvements and features based on lessons learned from system events
Assist in creating incident management policies, procedures, and other documentation
Assist in establishing tooling requirements for incident management
Assist in creating and delivering training materials for incident management processes to internal teams
Support tracking and close out of incident investigations and reports
Travel between Wing sites as needed