Manager – Incident Management
| Company | Caseware |
|---|---|
| Location | Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Prior in a similar role, preferably within a software or technology company.
- Strong technical background with experience in incident management and response.
- Ability to drive teams to resolve incidents quickly.
- Understanding of software landscape and system integration.
- Excellent written and verbal communication skills.
- Ability to work effectively under pressure and manage multiple priorities.
Responsibilities
- Build and lead an incident management team to respond to software incidents.
- Manage a 24/7 on-call rotation to ensure timely incident response.
- Leverage systems such as PagerDuty, NewRelic, AWS, Microsoft Teams, and Slack to monitor and manage incidents.
- Drive teams to resolve incidents quickly and efficiently.
- Understand our software landscape and how systems and teams integrate.
- Ensure the right people are involved in an active incident to facilitate rapid recovery.
- Communicate effectively with cross-functional teams and end-user stakeholders to provide updates and resolutions.
- Develop and implement incident management processes and best practices.
- Track and provide uptime metrics to internal and external stakeholders, ensuring transparency in system reliability and incident recovery performance.
- Organize and run post-mortem meetings following major incidents. Document root causes, lessons learned, and actionable steps to improve processes. Follow up on action items to ensure their completion and track progress to prevent recurrence of similar incidents.
- Implement proactive strategies and tools to mitigate risks and strengthen system resilience.
Preferred Qualifications
-
No preferred qualifications provided.