Senior Incident Manager, Engineering Excellence

The Opportunity                                                                                      

Flexport’s Engineering Excellence organization is​ looking for a passionate, results oriented Sr. Incident Manager with solid technology understanding. In this role you support onsite incident response providing immediate investigation and resolution. You will also drive the team to log and categorize recurring incidents correctly and accurately to improve incident management protocols.

To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain calm and judicious during major incidents. 

You will have:                     

• Deliver high-quality incident management and problem management for any high severity Flexport issues
• Drive reduction in Mean Time to Repair (MTTR) by improving incident and problem management processes
• Prioritize incidents and problems based on urgency and impact to the business
• Drive Incident management Process Changes and Change Management to continuously improve how Flexport handles Incident Management
• Drive Incident Manager training materials and execute training programs
• Write and maintain documentation for incident protocols, processes, and standards
• Engage and coordinate relevant personnel from all teams during incident and problem resolution Improve internal incident and problem communication strategies
• Contribute operational experience to strategic projects, such as proactive monitoring and self-healing systems
• Collaborate with problem owners to investigate root causes and facilitate resolution in adherence with established SLAs
• Manage Technical Knowledge Base, contribute to cookbooks and other tools to drive down MTTR, and share knowledge across the organization. 

What you’ll need:

• Bachelor's degree in information technology, engineering, or a related field.
• 5+ yrs experience working in IT service management, being IM or a similar role. Tech support experience is helpful
• Experience and tenacity in driving resolution of complex issues; always stay calm even in bad crisis situations
• Proven ability to multitask and prioritize to always push towards resolution in a timely manner, keeping a level head while systematically pushing teams to perform the technical work to restore service
• Proven ability to analyze and solve a wide range of technical problems. Including the ability to perform first level assessment of technical and process deficiencies and follow up on investigations
• Excellent written and verbal communication skills are a must. The ability to effectively communicate technical concepts to non-technical clients/partners, is significant, specifically at senior management level.
• Ability to analyze a high volume of technical data and work in a fast-paced environment
• Experience leading teams to support meeting a contractual service level agreement ITSM experience, especially with Problem, Change, and Release Management
• Knowledge of tools such as PagerDuty, Dispatch, JIRA, Confluence, Datadog, Sumo y

About Flexport:

At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make it easy and accessible for everyone. We’re shaping the future of a $8.6T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. 

The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. At a valuation of $8 billion, we’re experiencing record growth and are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us.

Worried about not having any freight forwarding experience?

Don’t be! Our mission is to make global trade easy for everyone. That’s why it’s important to bring people from diverse backgrounds and experiences together with our industry veterans to help move the global logistics industry forward.

We know this industry is complex. That’s why we invest in education starting day one with Flexport Academy, a one week intensive onboarding program designed specifically to set every new Flexport employee up for success. 

At Flexport, our ability to fulfill our mission of making globa