Incident Manager II
WHAT YOU'LL DO
Braze is at an inflection point in our maturity, where a key focus of our work is on Scalability, Observability, and Reusability. Reporting to our Head of Incident Management, you’ll focus on major incident management, process management, program management, and release management. The Technology Operations Team is focused on ensuring that Braze is operating as a technology-first business, with process, policy, and support in place to manage growth and scale. You’ll ensure programs and processes that span or are required by multiple engineering departments are standardized, followed, and improved over time.
Main responsibilities:
Creating, communicating, and executing the incident response strategy and actions for low-level incidents and release regressions (spanning Security, IT, DevOps, and Product Engineering)
Incident commanding: driving incident resolution by partnering closely with Engineering, Technical Support, and Customer Success.
Lead and contribute to projects to improve tools and processes related to manageability, observability, and resiliency
Overseeing the incident management process and team members involved in resolving the incident
Prioritizing incidents according to their urgency and influence on the business
Contribute to our blameless post-mortem process, driving prioritization of action items related to site reliability and resiliency
Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
Leads the daily release process as part of a release management team
Escalate and manage release-related issues through to resolution
WHO YOU ARE
Experience in incident management, operations, or technical support experience
Able to effectively communicate critical issue status (both verbally and in writing) to executive staff, go-to-market teams, and other involved parties
Are able to effectively build and maintain relationships with key stakeholders across the business
Ability to lead, make decisions, problem-solve, and work within teams. Can demonstrate flexibility and agility to move between role types within teams
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience leading technical incidents and driving them to resolution, whether as part of an on-call team or as an incident manager
A strong technical background and experience with specific tools for reporting, documentation, and observability (Jira, Confluence, Datadog, or the equivalent)
A good foundational understanding of release management concepts, DevOps, and SRE
You have a high degree of operational excellence, use data-driven decision-making to minimize risk, and love building and managing against reports and data
#LI-Hybrid