What are the responsibilities and job description for the Director, IT Incident and Problem Management position at Smarsh?
The Director, IT Incident and Problem Management is responsible for overseeing the processes related to incident and problem management within the organization. This role ensures that incidents are resolved efficiently and effectively and that root causes of problems are identified and addressed to prevent recurrence. The Director will lead a team, collaborate with various departments, inclusive of Engineering, Product Management, and Customer Support, to maintain a high standard of service delivery.
You will leverage your expertise in ITIL framework and Google Site Reliability Engineering (SRE) methodologies to maintain high availability and reliability of our SaaS platform through effective incident response and robust problem management strategies.
What will you do?
Provide strategic direction and oversight for the IT incident and problem management function, ensuring 24 / 7 coverage and effective response to incidents.
Develop and refine IT incident and problem management strategies aligned with ITIL and Google SRE methodologies to enhance service reliability and minimize business impact.
Lead major incident and problem resolution efforts, conducting thorough root cause analysis and implementing preventive actions based on Google SRE principles.
Collaborate closely with cross-functional teams including IT operations, development, and customer support to ensure coordinated incident and problem resolution efforts.
Define and monitor key performance indicators (KPIs) and metrics related to incident and problem management, driving continuous improvement initiatives.
Present incident and problem management reports to stakeholders, including senior executives and Product Managers, offering insights into trends, risks, and opportunities for improvement. Additionally, develop and deliver customer-facing metrics and reports.
What will you bring?
Experience in IT Incident, Problem Management or SRE roles : 10-15 years of experience in IT, with at least 5 years in incident, problem management or SRE and at least 3 years in a managerial position.
Experience in SaaS Environments : Proven experience in IT incident, problem management or SRE for B2B SaaS providers, ideally within the FinTech sector.
Leadership : Proven track record in senior leadership roles, with the ability to inspire and empower cross-functional teams to achieve operational excellence and drive continuous improvement.
IT Incident Management : Deep understanding of ITIL framework with extensive hands-on experience in incident identification, prioritization, resolution, and escalation.
Problem Management : Expertise in leading comprehensive root cause analysis and problem resolution efforts, incorporating Google SRE principles for preventive actions.
Google SRE Methodologies : In-depth knowledge of Google SRE philosophies, including error budget management, service level indicators / objectives (SLIs / SLOs), and effective incident response strategies.
Technical Acumen : Broad technical understanding across IT infrastructure, networks, applications and their incident and problem management practices.
Broad technical understanding of modern cloud technologies (AWS, Azure, GCP) and their incident and problem management practices.
Analytical Skills : Strong ability to analyze incidents and problems, identify root causes, and drive the implementation of effective solutions.
Communication and Stakeholder Management : Excellent communication skills, with the ability to engage and influence stakeholders at all levels, including technical teams and senior management.
Collaboration : Effective collaboration skills to work with cross-functional teams and stakeholders.
Strategic Thinking : Strong analytical and strategic thinking abilities, capable of driving alignment between incident and problem management processes and organizational goals.
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