Incident Manager (Remote)

We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation- helping innovative global manufacturers design better products, faster! With the resources of a large company, and the energy of a software start-up, we have fun together while creating a world class software portfolio. Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential.

The DISW SRE organization is dedicated to enhancing service and application availability, optimizing processes by automating manual and repetitive tasks, and addressing complex technical challenges in a dynamic, collaborative, inclusive, and iterative environment. This position plays a crucial role in developing automated solutions and processes that support and sustain best-in-class cloud-based applications.

• Incident Management: Act as the primary point of contact and leader during major incidents, coordinating the response, communication, and resolution efforts across all involved teams.
• Incident Response: Quickly assess the severity of incidents, determine the impact, and drive the appropriate response to restore services as quickly as possible.
• Communication: Ensure clear, concise, and timely communication with stakeholders, including technical teams, management, and customers, throughout the incident lifecycle.
• Post-Incident Analysis: Lead post-incident reviews to identify root causes, drive improvements, and implement preventive measures to reduce the likelihood of recurrence.
• Collaboration: Work closely with SRE, DevOps, Development, and other relevant teams to ensure that incident management processes are well-defined and continuously improved.
• Training & Preparedness: Conduct regular incident response drills, train teams on incident management processes, and ensure readiness for handling high-severity incidents.
• Documentation: Maintain and update incident management documentation, ensuring that all procedures are up-to-date and accessible to all relevant teams.
• Monitoring & Alerts: Collaborate with SRE and monitoring teams to define and refine alerting criteria, ensuring that incidents are detected and escalated promptly.
• Continuous Improvement: Identify opportunities to improve system reliability, scalability, and performance based on lessons learned from incidents.
• 24x7 On-call rotation: Participate in 24x7 on-call rotation (Just during the day/ not night)

• Communication: Outstanding English communication skills, both verbal and written, as well as, listening and synthesis skills.
• Incident Response: Quickly assess the severity of incidents, determine the impact, and drive the appropriate response to restore services as quickly as possible.
• Problem-Solving: Excellent troubleshooting and problem-solving skills, with the ability to quickly analyze complex systems.
• Calm Under Pressure: Ability to remain calm, focused, and effective in high-pressure situations. The ability to make quick, confident decisions.
• Leadership: Demonstrated experience in leading incident response efforts and managing cross-functional teams during critical situations.
• Technical Skills: Familiar with Jira Service Mgmt (or equivalent ie. ServiceNOW), Datadog (or equivalent ie. Grafana), PagerDuty (or equivalent), Atlassian Statuspage (or equivalent).
• Driven Learner: Highly motivated and driven to learn new technologies, skillsets, and methodologies, continuously seeking to expand your knowledge and adapt to evolving industry trends.

• Certifications: Relevant certifications (e.g., AWS Certified Solutions Architect, Certified Kubernetes Administrator) are a plus.
• Experience with Incident Command Systems (ICS): Familiarity with structured incident response frameworks, such as Incident Command Systems, is highly desirable.
• Automation: Experience with automation tools and scripting languages (e.g., Python, Bash) to streamline incident response and remediation.
• Culture of Learning: Passion for fostering a culture of learning and continuous improvement within the organization.
• Experience: Enterprise IT environment with distributed environments
• Technical Skills: Familiar with cloud infrastructure (AWS, GCP, Azure), containerization (Docker, Kubernetes)