Incident Response Commander

2 weeks ago

Noida, Uttar Pradesh, India Thales Full time
Location: Noida, IndiaIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrow's possible.Present in India since 1953, Thales is headquartered in Noida, Uttar Pradesh, and has operational offices and sites spread across Bengaluru, Delhi, Gurugram, Hyderabad, Mumbai, Pune among others. Over 1800 employees are working with Thales and its joint ventures in India. Since the beginning, Thales has been playing an essential role in India's growth story by sharing its technologies and expertise in Defence, Transport, Aerospace and Digital Identity and Security markets.

Thales is seeking a collaborative and diligent person with a passion for
infrastructure to work as an Incident Commander within the Incident Response Team. The Incident Response Team provides 24x7x365 coverage for Major Incidents that affect the Imperva Infrastructure with some on-call as needed.
Dedicated Incident Commanders provide a crucial role in guiding efforts to troubleshoot and investigate Major Incidents while keeping Subject Matter Experts focused on service restoration, minimizing service disruptions. The Incident Commanders are also responsible for Problem Management of the underlying issues, helping drive efforts for improving the stability and
resiliency of the infrastructure.

The role will be located in Noida, India and will require the candidate to work in different time shifts to align with APJ / US / EMEA time zones. It may also require weekend and holiday on-call responsibilities on a rotating basis with other members of the team.
The Incident Commander is responsible for coordinating incident response and problem management, guiding resources during triage, and remediation of cloud infrastructure service disruptions. These duties will include:
● Initiate communication channels and guide conversations for investigating and troubleshooting Major Incidents. Escalations are to be made at the advice and/or recommendations of existing SMEs on the call
● Provide regular updates to internal and external stakeholders throughout the incident using prepared templates
● Act as an intermediary between internal and external stakeholders and the Subject Matter Experts by acting as a single point of contact for questions
● Coordinate efforts of troubleshooting and mitigating the impact during an incident, including making sure all relevant resources are engaged
● Ensure the focus of the efforts during a Major Incident is on mitigating the impact while collecting data, as long as it does not hinder the effort or extend the duration of the impact
● Compose impact statements which are understandable by both internal and external stakeholders, based on explanations and confirmation provided by Subject Matter Experts
● Maintaining an accurate timeline of events and activities during a Major Incident
● Schedule and lead postmortem activities such as root cause analysis, performance analysis, etc., leading the Subject Matter Experts and other technical resources to evaluate the problem
● Participates in team review of incident and problem management processes, providing feedback and opinion based on their experiences
Required Experience and Skills:
● Bachelor's degree in a program related to information technology/computer science, or equivalent experience
● At least 5 years experience within IT infrastructure operations (ITSM), especially within a service-provider (e.g. ISP, SaaS, IaaS) environment
● Strong listening skills
● Ability to communicate clearly and succinctly in both verbal and written formats in English using predefined templates and guidelines
● Experience with gathering, synthesizing, and prioritizing information from subject-matter experts
● Ability to work in high-stress situations and keep incident responders calm and focused
● Availability to work on-call weekend shifts in rotation with other team members
● Familiarity with complex distributed systems
● Familiarity with the OSI model and ability to discuss how communication between systems can be explained by it
● Comfortable with both big-picture as well as technical minutiae within a multi-datacenter topology
● General working knowledge of Linux operating systems, routing and switching platforms, and network and switching protocols

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now

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