Sr Lead Incident Management Engineer / Business Continuity Disaster Recovery

Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward.  Which is why we work with some of the world’s most recognized brands. Eight of the top 10 banks. Four of the top 5 global technology companies. Over 900 communications providers. And how we’re able to provide our incredible talent with an innovative culture and great benefits.

Who We're Looking For

This position is primarily responsible for leading the coordination of resources, response, and communications during system and/or product outages or service degradations.

The Sr Lead Incident Response Engineer will be responsible for our business continuity disaster recovery processes.

As a senior member of the Incident Response Team, this person will be the primary Crisis Manager during major incidents and events. Over time, this position will have intimate knowledge of Syniverse products, systems, and infrastructure and requires a higher degree of experience in crisis management.

The Sr Incident Response Engineer is responsible for driving Root Cause Analysis and overseeing areas of improvement in process and procedure to prevent future incidents.

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Some of What You'll Do

Scope of the Role: 

• Direct Reports: ​This is an individual contributor role with no direct reports​  

Key Responsibilities 

• Identifies and manages the response to incidents and coordinates resources during incident management.  
• Manages the development and maintenance of Business Continuity plans and processes for the organization. 
• Leads incident support calls and efforts to drive timely closure and resolution.  
• Communicates incidents and their status to customers and executives providing detailed information regarding all aspects of the incident. 
• Conducts continuous real-time proactive monitoring of customer impacts and communication during an event. 
• Prioritizes, manages, and owns emerging and developing customer issues from start to finish. 
• Owns post incident analysis to identify the root cause and assess key areas of improvement in process, procedure, and systems. 
• Conducts postmortem analysis to identify and implement continuous improvement in the Incident and Crisis management processes. 
• Develop and implement action plans or improvements to the Syniverse infrastructure to prevent future impact to operation.  
• Oversees projects and initiatives for the Incident Response Team. 
• Continuously learns the Syniverse suite of products and infrastructure to understand their vulnerabilities and weaknesses to utilize this knowledge in the direction of response teams to the most likely fix areas to restore service quickly and effectively 

 

Experience, Education, and Certifications: 

• BS/BA in Engineering, Computer Science or equivalent work experience 
• Experience supporting Business Continuity Processes.
• 8+ of experience in an incident response team environment 
• Experience in ITIL, or similar, problem management functions 
• Experience in a customer support function