Incident Response Manager

Responsibilities

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok, Helo, and Resso, as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.

About the team
The Data Systems Infrastructure (DSI) team sits within the ByteDance global technology structure and supports the company's fast growth by building and operating hyper-scale datacenters, managing the life cycle of server fleet, providing cloud solutions, and developing various infrastructure services, making sure they are scalable and are reliable.


The Incident Response Center (IRC) is the first layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conducting thorough investigation of alerts, classification and triage. The Incident Response Manager is responsible for delivering operations within the IROC across all ByteDance datacenter sites in the respective regions. IRC team is expected to respond to all alarms/alerts set in Server Automation Operations System (SAOS), Data Center Infrastructure Management (DCIM) to quickly discover anomalies and engage Subject Matter Expert (SME) teams to start issue triage. The IRC team provides business intelligence through rigorous analysis of alerts and issues which reduce and prevent recurring incidents .

Responsibilities
- Delivering global operations within the IROC (Incident Response Operation Center) ByteDance datacenter.
- First responder and layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conduct thorough investigation of alerts, classification and triage.
- Respond to all infrastructure, facilities, security, and safety events notified via various means, such as alarms/alerts set in Server Operations and Maintenance, Datacenter Infrastructure Management, Network & Grafana, and other functions.
- Respond to incidents and critical situations in a problem-solving manner, and conduct in-depth investigation of alerts.
- Provide insights into the effectiveness of the incident response and recovery process through regular reports
- Analyze trends and patterns in events to identify opportunities for improvement and optimization
- Monitor the performance of incident response against the agreed-upon SLAs by alerting and notifying stakeholders
- Escalation Management notifying or initiating discussions with higher-level support teams engaging in resolution processes
- Identify, assess and communicate potential risks arising through event monitoring that could affect customer's service
- Support program managers and facilitate project deliverables, improve overall operational security and engineering initiatives

Qualifications

Minimum Qualifications
- Degree in Information Technology.
- 5+ years experience in service center, or similar 24x7 operations center environment.
- 3+ years of experience in a technology company or experience as a team lead, and experience in operation program management.
- Strong knowledge of technical elements associated with systems such as Server Health, Datacenter Environment and IP Networks.
- Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements.



Preferred Qualifications
- Good data analytics and presentation skills.
- Ability to successfully interact at all levels of the organization, including with clients, while functioning as a team player.
- Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure.
- The Incident Response team is expected to work at ByteDance datacenter site. This is an on-site role.
- Willingness to be on call including weekends, nights, and holidays.
- 5 years experience as an incident and problem manager.
- Works well under pressure and within time constraints to solve problems and complete deliverables.
- Experience with Ticketing, Grafana, Servers and Data Center Systems.
- Working knowled