• Incident Manager

    Job ID
    2018-4250
    Location
    US-CA-San Jose
    Category
    Network Operations
  • About the Job

    Incident Manager

     

    Responsibilities:

     

    • Responsible for decisions related to prioritization and escalation of production incidents, technical and business communication on outages and continuous improvement with resolutions and prioritization.
    • Manages the life cycle of all incident records from escalation to permanent problem resolution and closure.
    • Host incident reviews to determine root cause and action plan towards preventing problem recurrence.
    • Develop, coordinate and promote the ITIL-based Incident Management process, including critical and non-critical incident handling, and continually improve to best practices.
    • Identify trends and potential problem nominations through incident analysis.
    • Provide input on the design and implementation of service stability monitoring, alert notification and escalation mechanisms/processes.
    • Tests and maintains incident response plans and processes to address existing and emerging threats.
    • Train, guide, and advise associates on the incident management processes.
    • Serve as an escalation point of contact for critical incidents.
    • Acts in an advisory capacity and as a liaison for third party incidents.
    • Participation in after-hours incidents when required.
    • Provide updates to senior leadership on incidents, status and team response.
    • Develop and produce metrics reports on application performance and SLAs.
    • Provide Reason for Outage (RFO) and Incident Reports IRs) to customers as needed.
    • Track and publish uptime statistics for company provided services.

     

    Qualifications:

     

    • Bachelor’s degree in Information Technology, related discipline or relevant work experience.
    • 5+ years related experience with a background in IT Operations, including support of applications and services.
    • 5+ years of experience as an Incident Manager working in a medium to large environment.
    • Experience and knowledge of the incident management principles and methodologies.
    • Strong project management skills, including the ability to own and manage multiple incidents simultaneously.
    • Excellent oral/written communication skills with the ability to work with all levels of the organization.
    • An ability to effectively influence others to modify their perspectives, plans, or behaviors.
    • Strong technical skills.
    • Understanding of DevOps philosophy.
    • ITIL Foundations certification.

    About the Company

    ABOUT 8x8

    8x8, Inc. (NYSE: EGHT) ​is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 45,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. 

    ​In today’s competitive market 8x8 continues to deliver service excellence, with a consistent, innovative, cohesive, progressive and dynamic culture.

    For additional information, visit www.8x8.comwww.8x8.com/UK or connect with 8x8 on LinkedIn,

    TwitterGoogle+ and Facebook

    Additional Information

    8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.


    For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.
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