Senior SL3 Engineer

You will be a key member of the globally distributed Support L3 team (part of global DevOps organization) ensuring that production incidents are managed effectively with the least amount of customer impact. You will manage the response to incidents globally and use a variety of incident management tools, communications, and facilitation methods to ensure issues are identified and the right stakeholders are involved in resolution. You will coordinate, and drive cross functional teams throughout the entire incident management process. You will be involved in creation of RCA documents, will work with the teams to ensure that proper mitigations are put in place to avoid recurrence of production incidents.

Specific responsibilities:
* Ensure that issues are responded to and that normal service operations are restored as quickly as possible
* Responsible for managing cross-functional resources to ensure rapid response to production incidents
* Provide consistent and timely communication updates regarding outstanding incidents to variety of audiences
* Review and revise incident management processes, policies and escalation procedures on a regular basis to drive efficiencies and effectiveness in responding to issues
* Identify persistent or recurring problems and recommend creative solutions
* Reviews and maintain core operational performance metrics related to production operations
* Manages incident logs, reporting and metrics reporting

Required Skills
* 5-7 years of relevant work experience
* At least 3 years of experience in a technology operations setting
* Experienced in coordinating input from multiple internal/external customers to better understand customer issues and/or perceptions
* Ability to analyze and understand complex, non-standard situations, providing solutions and recommendations where required
* Familiarity with application profiling, system scalability concepts, monitoring and performance management
* Ability to quickly learn and develop expertise in highly complex existing applications and architectures
* Familiarity with Agile methodologies
* Strong analytic, problem solving, and troubleshooting skills a must
* Exceptional ability and motivation to solve problems and learn fast
* Must be able to perform at a high level within a technical team
* Ability to work independently with minimal supervision
* Excellent communication and relationship skills
* Distributed team collaboration
* Mentor junior team members. Team leader