Sr. Manager, Incident Management (Remote/Flexible)
Full Time
United States
Posted
Job description
Insulet started in 2000 with an idea and a mission to enable our customers to enjoy simplicity, freedom and healthier lives through the use of our Omnipod® product platform. In the last two decades we have improved the lives of hundreds of thousands of patients by using innovative technology that is wearable, waterproof, and lifestyle accommodating.
We are looking for highly motivated, performance driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
Job Title: Senior Manager, Incident Management
Manager/Supervisor: Sr. Director, Site Reliability Engineering
FLSA Status: Exempt
Position Overview
As part of a global operations team Senior Manager, Incident Management will be leading the incident management process of Insulet. The main goal of this role is to restore Insulet Platform services and operations as quickly as possible.
In this role, a Senior Manager, Incident Management will be helping the operations teams with Incident response, Analysis, Containment, recovery, and post-incident root cause analysis. An incident manager should have an aptitude for understanding Insulet technologies and processes and have excellent communication and interpersonal skills.
Key Responsibilities
- Driving the incident management process and coordinating efforts with all teams involved, including SRE, R&D, IT, vendors, and stakeholder, in resolving the incident.
- Responding to incidents and initiating the incident management process.
- Prioritizing incidents according to their urgency and business impact.
- Coordinating response efforts and collaborating with the incident response team to ensure that all protocols are diligently followed.
- Communicating with internal stakeholders on major incidents and impacts.
- Producing documents that outline incident timelines and actions taken during the incident.
- Coordinating post-incident RCAs with responders and SMEs and communicating to stakeholders
- Coordinating and managing incident managers’ schedules to provide uninterrupted services.
- Perform other duties as required.
Qualifications
- Bachelor's degree in information technology or a related field.
- 10+ years of relevant experience in the field with at least 5 years of experience in IT service management, or a similar role.
- Strong communication and leadership skills
- Experience in incident management process (e.g. ITIL) and best practices.
- Ability to organize and breakdown larger tasks into meaningful units.
- Ability to work under pressure during high impact/high severity incidents.
- Technical knowledge in software/hardware/networking and security.
NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote
Additional Information:
The US base salary range for this full-time position is $140,440.00 - $199,690.00. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
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