- Company Name
- Precisely
- Job Title
- Senior Development Incident Manager
- Job Description
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Job title: Senior Development Incident Manager
Role Summary: Lead a global Level‑3 engineering team to manage critical customer escalations, oversee the full incident lifecycle, and drive root‑cause analysis and continuous improvement initiatives within a high‑availability enterprise software environment.
Expactations: 10+ years in enterprise technical operations, proven leadership of 10–15 people, deep experience with IBM Sterling B2Bi (or equivalent) platforms, and a track record of managing customer escalations at C‑suite level.
Key Responsibilities:
- Direct and mentor a global L3 engineering team, including hiring, performance reviews, and capacity planning.
- Own incident intake, triage, action planning, resolution, closure, and post‑incident product delivery.
- Act as primary escalation liaison with customers, support, engineering, product management, and executive leadership to secure timely resolution and safeguard revenue.
- Conduct thorough root‑cause analysis and lessons‑learned sessions, championing process improvements.
- Develop, monitor, and report on support KPIs, dashboards, and weekly operational reviews.
- Proactively engage customers during high‑pressure incidents to gather feedback and build trust.
- Collaborate with product and engineering teams to triage defects, expedite bug fixes, and advocate product changes that reduce future incidents.
- Provide technical challenge and guidance on Java stack, build, deploy, CI/CD, and system architecture.
Required Skills:
- Incident management, ITIL frameworks, SLA enforcement, escalation governance.
- Stakeholder management and high‑level communication under pressure.
- Team and release prioritization across competing priorities.
- Enterprise software deployment, configuration, and management.
- Database, operating systems, networking, system integration, performance tuning.
- Fundamental Java, cloud technologies, Kubernetes knowledge.
- SRE mindset: SLI/SLO definition, self‑healing systems, auto‑scaling, failover.
- Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards.
- Agile software development and hybrid/cloud migration strategy exposure.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related technical field.
- ITIL Foundation (or higher) certification (preferred).
- Certified Incident Manager or similar operational certification (preferred).