Senior Incident Manager

Austin,Austinsenior

OtherIncident Manager

0 views0 saves0 applied

Apply Now

Quick Summary

Overview

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork,

Technical Tools

OtherIncident Manager

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.

Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

Responsibilities

~2 min read

Braze is at an inflection point in our maturity, where a key focus of our work is on Scalability, Observability, and Reusability. Reporting to our Head of Incident Management, you’ll focus on major incident management, process management, program management, and release management. The Technology Operations Team is focused on ensuring that Braze is operating as a technology-first business, with process, policy, and support in place to manage growth and scale. You’ll be ensuring that programs and processes that span or are required by multiple engineering departments are standardized, followed, and improved over time.

→Creating, communicating, and executing the incident response strategy and actions for individual incidents (spanning Security, IT, DevOps, and Product Engineering)
→Incident Commanding - Driving resolution of incidents by closely partnering and collaborating with Engineering, Technical Support, and Customer Success
→Lead and contribute projects to improve tools and processes related to manageability, observability, resiliency
→Manage incident-related training, including cross-training of our SREs, DevOps, and Application Engineers
→Overseeing the incident management process and team members involved in resolving the incident
→Prioritizing incidents according to their urgency and influence on the business
→Contribute to our blameless post-mortem process, driving prioritization of action items related to site reliability and resiliency
→Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
→Leads the weekly release process as part of a release management team
→Escalate and manages release related issues through to resolution

7+ years in incident management, operations, or technical support experience
Able to effectively communicate critical issue status (both verbally and written) to executive staff, go to market teams, and other involved parties
Are able to effectively build and maintain relationships with key stakeholders across the business
Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience leading technical incidents and driving them to resolution, whether as part of an on-call team or as an incident manager
A strong technical background and experience with specific tools for reporting, documentation, and observability (Jira, Confluence, Datadog, or the equivalent)
A good foundational understanding of release management concepts, DevOps, and SRE
You have a high degree of operational excellence, use data-driven decision-making to minimize risk, and love building and managing against reports and data

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $130,000 and $150,000/year with an expected On Target Earnings (OTE) between $145,000 and $165,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that you will own a piece of our company.