Incident Coordinator

Description:

Do you have a passion for solving complex problems that deliver the best customer experience possible? Do you enjoy driving difficult technical challenges to resolution and ensure they do not repeat?

We’re looking for an experienced Incident Coordinator to join our highly skilled team of engineers and business partners. In this role, you’ll have an opportunity to work on business impactful initiatives touching all parts of our technology organization. The Problem Management team is responsible for driving complex incidents to resolution in a timely and effective manner. The ideal candidate will be able to be effective under pressure, possess broad technical, analytical, and problem-solving experience, the ability to collaborate with varied partners, and have great written and spoken communication skills.

What You’ll Do:

• Effectively manage all major incidents and the process to drive the restoration of services quickly while minimizing impact.

• Drive our efforts to learn from incidents and make Wayfair stronger .

• Identify opportunities for continuous improvement of the Incident Management process and best practices. Help update or build new processes to strengthen as we grow.

• Clearly and succinctly communicate incident status to technology and business stakeholders, translating technical details into customer experience impacts.

• Respond to and investigate technical issues of all sizes and types

• Provide training across our technology team on incident response and resilience process and best practice.

• Create detailed critical incident reports and communicate important data points company-wide.

• Build relationships with business partners across Wayfair to ensure Incident Management processes are built into organizational workflows and teams are driving toward improved operational excellence.

• Automate or streamline manual tasks and redundancies within the technology organization (and never solve the same problem twice!)

• Lead postmortem meetings and other key meetings with technical partners, business stakeholders and service owners to review events and opportunities for ongoing improvement.

What You’ll Need:

• Strong written and verbal communication skills.

• Ability to identify and communicate relevant information in a digestible way to large audiences.

• Ability to digest technical details and connect to business impacts.

• Broad and applicable understanding of Incident and Problem Management processes.

• Demonstrated ability to build relationships across multiple functions, within and outside our technology organization.

• Experience managing projects across diverse stakeholders/initiatives.

• Ability to prioritize work tasks while accounting for constraints outside of your control.

• Flexibility in working schedule and ability to provide on-call support based on business needs.