Head of Incident Management

Tip: As the first step is just about submitting your resume, we advise you to carefully review the requirements below, and update your resume to best reflect how your profile fits the role.

🚀 Mission

At sunday we are creating the future of payments by being the fastest way to pay in restaurants.The Incident Management Team is responsible for incident response & support coordination, 24/7/365, across Europe & North America. Organization and drive are required to manage both responsibilities. 

This gets you involved in all aspects of our business, from operations to infrastructure, so you’ll need to communicate with stakeholders from different backgrounds and at all levels.

The mains goals of the team being:

• Aligning urgency across all product/engineering team members when bugs are reported
• Enabling fast coordination to reduce Time to Response and Time to Resolution 
• Charting a path for short term fixes and longer term features
• Increasing easy to reach documentation as Knowledge database and action plan followup 
• Increase the availability rate of Sunday’s systems

This position reports to the Platform Director inside the Engineering organization.

 Responsibilities:

You will be responsible for

• The leadership of the Incident Management team, who hold the tasks of coordinating Production issues, the subsequent post-mortem, and facilitate root cause resolution
• The management of your distributed team schedules to ensure a 24/7/365 coverage
• The ownership of the Incident Management workflow
• The effectiveness of the incident management process implementation
• Being the first stage of incidents escalation
• Providing clear followup and analysis on incident and support activities
• Training our internal teams on Incident & Support processes
• Building a strong knowledge base to improve incident & support response
• Ensuring a proper monitoring of our activities to prevent / anticipate incidents

Requirements:

• Strong crisis management skills
• Ability to drive teams in stressful situations
• Ability to drive teams toward fast resolution
• Experience in the payment industry is a plus
• Excellent communication skills (written & verbal) and comfortable discussing complex concepts with engineers and partners at any role or level
• Understanding of IT infrastructure and relevant concepts
• Project Management, analysis and reporting experience beneficial
• Ability to interface and influence with all levels within the organization
• Experience managing technical support teams is preferred but not required
• Experience managing remote teams across a variety of time zones and countries