Description
At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.
As an Incident Manager II, you will focus on major incident management, process management, program management, and release management.
Main responsibilities:
- Creating, communicating, and executing the incident response strategy and actions for low-level incidents and release regressions
- Incident commanding: driving incident resolution by partnering closely with Engineering, Technical Support, and Customer Success
- Lead and contribute to projects to improve tools and processes related to manageability, observability, and resiliency
- Overseeing the incident management process and team members involved in resolving the incident
- Prioritizing incidents according to their urgency and influence on the business
- Contribute to our blameless post-mortem process, driving prioritization of action items related to site reliability and resiliency
- Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
- Leads the daily release process as part of a release management team
- Escalate and manage release-related issues through to resolution
Requirements:
- Experience in incident management, operations, or technical support experience
- Able to effectively communicate critical issue status to executive staff, go-to-market teams, and other involved parties
- Are able to effectively build and maintain relationships with key stakeholders across the business
- Ability to lead, make decisions, problem-solve, and work within teams
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Experience leading technical incidents and driving them to resolution
- A strong technical background and experience with specific tools for reporting, documentation, and observability (Jira, Confluence, Datadog, or the equivalent)
- A good foundational understanding of release management concepts, DevOps, and SRE
What we offer:
- Competitive compensation that may include equity
- Retirement and Employee Stock Purchase Plans
- Flexible paid time off
- Comprehensive benefit plans covering medical, dental, vision, life, and disability
- Family services that include fertility benefits and equal paid parental leave
- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
- A curated in-office employee experience, designed to foster community, team connections, and innovation
- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
- Employee Resource Groups that provide supportive communities within Braze