Technical Incident Manager

Position Summary

This is a critical role within the Operations Centre team that will be responsible for responding, coordinating, communicating, and leading the department’s incidents and major incidents. A broad technical understanding across service operations and hosting is essential, as well as a calm composure with the ability to direct with authority in a crisis.

Principal Duties and responsibilities

• Monitoring the end to end service solutions to identify potential service issues and failures
• Resolving issue by applying known fixes.
• Performing technical system checks and implement preventives measures Coordinating and driving for resolution of all Incidents to meet customer(s) SLAs.
• Accurately record and update incident tickets through their lifecycle.
• Generating accurate and informative incident communications and updates regularly throughout incidents including executive summaries upon resolution.
• Leading and driving support teams to facilitate the prompt resolution of incidents.
• Documenting follow-up actions identified during and after incidents and driving these as service improvement items.
• Generating root cause analysis reports for problems causing incidents.
• Ensuring operational pre/post shift readiness and coordinating shift handovers.
• Ensuring adherence to departmental policies and processes.

Required Knowledge, skills, and qualities

Degree level education or relevant experience, with a minimum of 5 years work experience in the technology field.

• Technical understanding of SaaS based hosting or cloud environments or a background within a 24x7 Operations Centre or NOC environment.
• Technical understanding of Cloud environments, preferably with hands on experience of either Microsoft Azure, Amazon AWS or Google Cloud.
• Exposure to high transaction, high availability, 24x7 mission critical environments.
• Real-world exposure to incident management, problem management, change management, and a strong understanding of SLAs and OLAs.
• Strong crisis management skills - able to lead, direct others and remain calm in stressful situations.
• Ability to assess and respond to monitoring tools and alerts (such as Opsgenie, SolarWinds, Nagios, HP OMi, or equivalent tools).
• Knowledge and experience in multi-platform technology environments.
• Ability to influence and lead technical conversations with various internal/external groups.
• Must be able to assimilate information quickly, make informed decisions and prioritise accordingly.
• Thrive in a fast-moving environment and cope with and react to constant change.
• Experience of Service Management ticketing tools (such as JIRA, Remedy, Service Now or equivalent).
• Flexibility to work shifts.
• Confident, self-assured and proactive, with strong interpersonal skills.
• Excellent communications skills - verbal, written and presentation.
• A ‘can do’ attitude.
• Energy and commitment.

Preferred skills:

• ITIL V4 Foundation level Certification is desirable but not essential.
• Good Linux skills at command line level.

EQUAL OPPORTUNITY EMPLOYER

Cerence is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, gender identity, gender expression, sex, sex stereotyping, pregnancy, national origin, ancestry, religion, physical or mental disability, medical condition, marital status, citizenship status, sexual orientation, protected military or veteran status, genetic information and other protected classifications. Cerence Equal Employment Opportunity Policy Statement.

All prospective and current Employees need to remain vigilant when it comes to executing security policies in the workplace. This includes:

• Following workplace security protocols and training programs to familiarize with the ways to maintain a safe workplace.
• Following security procedures to report any suspicious activity.
• Having respect for corporate security procedures to allow those procedures to be effective.
• Adhering to company's compliance and regulations.
• Encouraging to follow a zero tolerance for workplace violence.
• Basic knowledge of information security and data privacy requirements (e.g., how to protect data & how to be handling this data).
• Demonstrative knowledge of information security through internal training programs.

About Us

At Cerence AI, we help the world's leading automotive and technology brands leverage AI to create safer, more productive and more joy-filled brand and user experiences. We're looking for motivated, collaborative individuals who come alive with big challenges and are excited about AI's potential to shape the future of how people experience the world.

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