Senior Incident Commander

2 Months ago • 5 Years +

Job Summary

Job Description

The Senior Incident Commander will be a key player on the Infrastructure and Platform Services team, ensuring the Identity Security Cloud platform runs smoothly. Responsibilities include leading critical incident resolution, developing incident response plans, and working with various teams to manage incidents. The role involves participating in on-call rotations and overseeing post-mortem analysis of incidents, while also reviewing incident trends and training engineering teams on incident management. The candidate will be responsible for automating deployment, monitoring, and incident response to ensure seamless product availability for large enterprises.
Must have:
  • 5+ years in 24x7 production operations, preferably supporting a SaaS environment
  • 3 to 5 years leading incident response efforts
  • Experience with ticketing systems like Jira, Remedy, or ServiceNow
  • Experience with cloud infrastructure environments, preferably AWS
  • Experience with containerization technology, preferably Docker
  • Experience leading RCA / Post Mortems
  • Experience with Java applications and related J2EE technology stack
  • Release automation, system administration, system configuration, and debugging experience
  • Experience with tools like Grafana, Splunk, Prometheus, and Confluence
  • Experience using scripting languages and configuration management tools
  • Strong understanding of system and networking concepts
  • Strong interpersonal and teaming skills
  • Ability to operate in an agile, entrepreneurial start-up environment
  • Great communication skills

Job Details

SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less. 

Built on a foundation of AI and ML, our Identity Security Cloud Platform, Atlas delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and changing needs of today’s cloud-oriented, modern enterprise. 

The Senior Incident Commander will be a key player on the Infrastructure and Platform Services team servicing the Identity Security Cloud platform. You will proactively work with Engineering, Product, Services, and other functional departments to implement and operate our global customer-facing SaaS infrastructure. The ideal candidate will be a self-starter who enjoys a fast-paced job, thrives on problem solving, and is committed to delivering seamless product availability to large enterprises around the world. 

Responsibilities: 

  • Must be willing to be part of an on-call rotation

  • Automate deployment, monitoring, management and incident response 

  • Develop and improve operational practices and procedures 

  • Lead resolution of critical incidents in a timely manner, using effective communication and problem-solving skills to minimize impact and risk.

  • Develop and maintain incident response plans, including communication plans, escalation procedures, and crisis management protocols.

  • Work closely with Engineering, Product and Customer facing leaders & teams to facilitate an Incident and Problem Management program.

  • Participate in team on-call rotation to run point as an Incident Commander for any incident that arises during your shift.

  • Oversee blameless post-mortem analysis of incidents, capturing actions items to prevent future issues.

  • Review incident trends and analyze patterns for review by senior engineering leadership.

  • Produce and conduct training exercises for engineering teams to learn incident management protocols.

Background & Experience: 

  • 5+ years experience in 24x7 production operations, preferably supporting a highly available environment for a SaaS or cloud service provider 

  • 3 to 5 years experience leading incident response efforts

  • Experience with ticketing systems like Jira, Remedy, or ServiceNow

  • Experience with cloud infrastructure environments, preferably AWS 

  • Experience with containerization technology, preferably Docker 

  • Experience leading RCA (Root Cause Analysis) / Post Mortems

  • Experience with Java applications and related J2EE technology stack 

  • Release automation (Jenkins, etc), system administration, system configuration, and system debugging experience 

  • Experience working with tools like Grafana, Splunk, Prometheus, and Confluence

  • Experience using scripting languages (Ruby, Python, etc), configuration management tools (Chef, Puppet, etc) and command execution frameworks 

  • Strong understanding of system and networking concepts and troubleshooting techniques 

  • Strong interpersonal and teaming skills - ability to set and enforce process and influence engineers who are not direct reports. 

  • Ability to operate in an agile, entrepreneurial start-up environment. 

  • Great communication skills – C1 or better English fluency 

Education: 

  • Bachelor's degree in Computer Science or other technical discipline, or equivalent experience, preferred not required

SailPoint is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.  

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability.  Contact hr@sailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.

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About The Company

SailPoint is a leading provider of identity security for the modern enterprise. Enterprise security starts and ends with identities and their access, yet the ability to manage and secure identities today has moved well beyond human capacity. Using a foundation of artificial intelligence and machine learning, the SailPoint Identity Security Platform delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and environmental needs of today’s cloud-oriented enterprise.

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