Sr. Manager, Incident Management

Job Description

Description

Shutterfly is looking for a Senior Manager to lead our Services team. Based in our Redwood City (flexible) office and reporting to the Senior Director of Internet Operations you will be responsible for our Incident, Change and Problem management team. Your team is small, but it will grow and it is nimble. You’ll be working with a very wide range of stakeholders within our enterprise to ensure that our ITIL processes are well defined, consistent and measurable. Our systems are diverse and range from large consumer facing ecommerce sites to manufacturing to internal support systems. You’re comfortable working with all levels of team members from the CTO down to the NOC Engineer and everyone in between. In some places our processes are strong and well defined and in others we’ve barely scratched the surface and there is much work to do. You are always thinking about how we can improve ourselves via process improvements that make sense and you’ll have a KPI or metric readily available to show our progress. You’ve been around technology most of your career and while you may not be a hands-on expert, you are eager to learn how things work and know the right questions to ask when things aren’t working as expected.

Key Accountabilities

• Oversee the team responsible for Incident, Change and Problem management.
• Implement or improve associated processes within these areas.
• Ensure consistency of process across the full enterprise
• Define, implement and/or improve metrics and KPI’s within the 3 functional areas.
• Publish and socialize dashboards and executive reports across the enterprise. Ensure data is actionable, clear and concise.
• Develop and implement reporting that provides tracking, pattern recognition (common problem categories, resolution techniques) and measures the effectiveness of problem management process
• Conduct RCA meetings, document action items and check for progress. Coordinate between various support teams to identify the root cause of all Service Delivery problems, create supporting documentation and drive problem tasks to prevent recurrence.
• Present RCA and remediation plans to Leadership Team and other Executive stakeholders
• In rotation with others be the “Incident Commander” to drive cross functional teams to restore service within defined SLA’s.
• Using your influence and knowledge, but possibly without authority drive adoption of Incident, Change and Problem management into other parts of the enterprise and to new acquisitions.
• Nurture a close partnership with our NOC and SRE teams to help ensure that we have clear engagement processes and adequate instrumentation in place to properly support our portfolio of systems.
• Oversee a small team of incident and change managers. Establish goals, conduct training, perform annual reviews, conduct team meeting and generally provide the needed guidance and support to your team.
• Lead by example to enforce a culture of customer focus, discipline and process adherence
• Participate in and manage off-hours, weekend, and holiday on-call rotations as needed

Skills

• Clear and concise written and oral communication skills
• Ability to influence without authority as needed
• Ability to bring clarity to ambiguous situations
• Excellent problem-solving skills
• Experience developing, implementing and tuning processes over a range of areas
• Solid understanding and practical hands on experience with project management
• Be able to maintain calm and focus under pressure
• Be comfortable with being the driver and when needed forcing team members of all levels to stay focused on the problem at hand.
• Strong organizational and time-management skills
• Prior program or project management experience

Education

• MBA or BA/BS degree (In lieu of degree, 7+ years relevant work experience)

Required

• 5+ years general technology experience across a broad range of technologies
• 4+ years’ experience with incident management
• 4+ years’ experience with change management
• 4+ years of experience in data analytics and reporting
• 2+ years of management experience
• 2+ years’ experience with process analysis, development and implementation
• 2+ years’ experience working in or with a large-scale ecommerce website
• ITIL Practitioner certified or higher with a focus on Service Lifecycle and mainly within Service transition, operation and CSI

Desirable

• ServiceNow & JIRA experience
• PMP certification
• Willing to travel up to 5%
• Experience working with and on AWS cloud