Architect - Major Incident Managment
2 months ago
Overview:
**Main purpose of the Role**:
PepsiCo Major Incident Management team is currently seeking an Incident Commander to join our team. Our Incident Response team is responsible for taking charge during all major outages across the enterprise, restore service, perform root cause analysis, document, and report on trends, and proactively prevent issue recurrence.
The Incident Commander owns identifying the problem, engaging the proper individuals to resolve the issue and provide communication to the business on actions being taken until the outage is mitigated. This is a fast-paced role that demands quick reaction and the ability to take charge.
**Responsibilities**:
Responsibilities: We are looking for an individual that possesses the following attributes:
- Ability to thrive in fluid, high pressure situations and use fundamental troubleshooting skills to resolve business critical issues.
- Ability to use experience to follow unconventional paths when solving issues.
- Strong leadership presence on a technical bridge call.
- Ability to work autonomously and complete tasks without follow-up.
- Continually identify opportunities for process improvements that provide additional business value.
- Excellent verbal/written communication skills that demonstrate an aptitude appropriate for interaction with the highest levels
of management.
- Knowledge of IT standards and best practices as related to incident management.
- Take part in a 24x7 on-call rotation for full-cycle incident response (mitigation, correction, prevention)
Day to day responsibilities include, but are not limited to:
- Utilizes incident command/management principles to provide direction to cross functional teams during critical outages
- Provide rapid, concise, and accurate incident summaries to appropriate communications channels
- Documents incident activities and conducts post incident reviews with IT leadership
- Keeps up-to-date documentation on incident command processes and training
- Identify processes where improvements can be made
a wide range of problems from technical to operational.
- Drive incident troubleshooting with a methodical, data driven approach
- Work on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- Normally receives little instruction on work assignments. Works both independently and collaboratively within the
development and business organizations.
- Understand the full stack of customer and internal facing systems
- Coordinate across teams to address identified risks after service restoration
Qualifications:
**Years of Experience**:
- 5+ years of related technical experience with a broad technical knowledge base.
- 5+ years of ITIL process experience.
- 3+ years building or managing services or infrastructure and familiarity across a wide range of technologies
**Mandatory Technical Skills**:
- Outstanding written and verbal communications skills in English and the ability to express complex issues concisely to
multiple audience.
- Experience managing multi-platform, client-impacting incidents.
- Experience in an incident Commander role.
- Creative problem solving and troubleshooting skills.
- Knowledge of best practice design patterns for performance, resilient systems
- Ability to manage competing priorities, and work well under pressure
- Self-driven with an analytical mind with a bias for action
- Experience with Infrastructure, Application & Cloud monitoring tools. ITOM AIOPS, ELK, AppDynamics, SolMan, Prometheus, and/or Grafana strongly preferred.
- Working knowledge of ServiceNow ITSM and ITOM modules.
Mandatory Non Technical Skills:
- Servant leader, comfortable interacting in a consistently collaborative manner with all levels of the organization
- Practitioner, empowering teams for success, with belief in sharing successes and failures, on a global basis
- Ability to speak both IT and business, with a focus on representing the art of the possible
- Experience in working with multiple Managed Service Providers.
- Excellent written and verbal communication with strong interpersonal skills
**Differentiating Competencies**:
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