Technical Lead Incident Response Team
Position Summary
Imperva, a Thales company, is seeking a collaborative and diligent person with a passion for infrastructure to join the Incident Response Team as the Team Lead. The Incident Response Team plays a key role in our commitment towards customer success by working alongside all teams in the organization to coordinate response, communication, and resource prioritization during unplanned events resulting in service disruptions or degradation.
As the Incident Response Team Lead, you will be the subject matter expert for Incident and Problem Management for the organization. You will take responsibility for the quality of performance and service delivery by members of the Incident Response Team. This will be accomplished through evaluating documentation in incident and problem tickets, reviewing reports and other documentation produced by the Incident Response Team, evaluating Incident Response Team performance during active incidents and postmortems, and using these results to provide recommendations and training to the Incident Response Team members with the goal of improving efficiency and quality of the team’s output.
The role will have a direct impact on customer satisfaction and will be visible throughout the company, including to the executive level. This will include the need for strong relationship management skills to help manage interaction with technical resources, customer success team, operations and development teams, and executives and other leadership, often in high pressure situations.
Hybrid - Plano or Austin, TX
Key Areas of Responsibility
- Perform first-level review of customer-facing documents created by other members of the Incident Response Team to ensure accurate and appropriate communication is being sent to customers
- Provide guidance to the members of the Incident Response Team on performing postmortems and guiding investigations into problems. The Incident Response Team Lead is to act as a resource for identifying areas of improvement in these efforts and building the Incident Response Team members’ skills and ability to handle these tasks
- Assisting Incident Response Team staff with performing analysis of infrastructure performance trends and problem identification to identify systemic issues and preventing recurring incidents.
- Collaborate with all members of the Incident Response Team, including Incident Commanders and the Incident Response Team Manager, to periodically perform analysis of the performance for both Major Incident and Problem Management and identify areas of improvements
- Work with the Incident Response Team Manager to develop and update processes and policies related to Incident and Problem Management.
- Be responsible for providing training and guidance for all members of the Incident Response Team ensuring all are fully aware of, up to date on, and follow all processes and procedures
- Work with technical and other subject matter experts across the organization to educate and provide guidance for the Incident and Problem Management practices for the organization, including expectations and recommended methods
- Continuously evaluate and drive improvement for communication to all stakeholders, both internal and external, including updates during active incidents and post-incident.
- Help drive prioritization of corrective actions for problems by technical teams
- Function as an escalation point for members of the Incident Response Team.
Minimum Qualifications
- Bachelor’s degree in a program related to information technology/computer science, or equivalent experience
- At least 12 years experience within IT infrastructure operations (ITSM), especially within a service-provider (e.g.ISP, SaaS, IaaS) environment
- At least 5 years experience as a project manager, operations manager, or incident response leader
- Demonstrate a penchant for continuous improvement, both individually and for an organization
- Experience mentoring and/or educating others
- 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.
- Familiarity with complex distributed systems
- Familiar with the OSI model, and ability to talk about ways to make a system more resilient to failure
- Comfortable with both big-picture as well as technical minutiae within a multi-datacenter topology
- Working knowledge of Linux operating systems, Juniper routing and switching platforms, system logging, BGP routing, and DNS protocols
Preferred Qualifications
- Understanding of ITIL and Agile methodologies preferred
Our Company:
Imperva is the cybersecurity leader whose mission is to help organizations protect their data and all paths to it. Customers around the world trust Imperva to protect their applications, data, and websites from cyber attacks. With an integrated approach combining edge, application security, and data security, Imperva protects companies through all stages of their digital journey. Imperva Research Labs and our global intelligence community enable Imperva to stay ahead of the threat landscape and seamlessly integrate the latest security, privacy, and compliance expertise into our solutions. Learn more on the Imperva website or company blog, and follow Imperva on LinkedIn and Twitter.
Benefits:
Imperva offers a competitive compensation package that includes base salary, medical, flexible time off, and more. It’s an exciting time to work in cybersecurity. Learn about Imperva products and services at www.imperva.com and career opportunities at www.imperva.com/careers
Legal Notice:
Imperva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ancestry, pregnancy, age, sexual orientation, gender identity, marital status, protected veteran status, medical condition or disability, or any other characteristic protected by law.
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