Senior Incident Solutions Manager

About AppDirect

Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world.  AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service.  We power millions of subscriptions worldwide for organizations.  We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.

What you’ll do and how you’ll have an impact

• Participate in the incident escalation chain, responding to customer-initiated escalation and engagement requests during business hours AND after hours as needed as part on call.
• Own the Incident Command process for P1 incidents, coordinating resources, technical bridges, and performing activities to drive the incident to closure.
• Ensure P1 incident notifications (initial, update, and final) are delivered per our service level objectives (SLOs/SLAs).
• Document technical details during the incident and ensure data is gathered as required i.e., log information, change activity, etc. and be able to create summaries that are delivered to customers.
• Monitor other queues such as email inboxes, Teams chats, etc., and respond promptly to customers, partners, leaders, or stakeholders in accordance with our SLAs/SLOs.
• Facilitate post incident calls, driving resources from multiple teams to investigate and determine the Reason for Outage (RFO) and Root Cause Analysis (RCA).
• Liaise effectively between ADCom, partners, and customer organizations where required.

What we’re looking for

• 5+ years of experience in a NOC environment and/or 1+ years in Incident Escalation Management, or related/relevant experience.
• Ability to identify and act with urgency where required in responding to customer incidents, issues, or needs.
• Strong verbal and written communication skills.
• Ability to effectively interface with customers and people of various disciplines and levels.

At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.

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