Incident Response Team Lead
7 days ago
Thales is seeking a highly skilled and experienced Incident Response Commander to join our Incident Response Team. As an Incident Response Commander, you will play a critical role in guiding efforts to troubleshoot and investigate Major Incidents that affect our Imperva Infrastructure.
Key Responsibilities:- Initiate communication channels and guide conversations for investigating and troubleshooting Major Incidents.
- 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.
- 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 just 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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