It's fun to work in a company where people truly BELIEVE in what they're doing!We're committed to bringing passion and customer focus to the business.** Note that this position will initially cover US maintenance window times due to an increase in maintenances in 2023. As a result the hours for this role are 1:00am - 10:00am Monday - Friday Irish time. Note that if this individual is looking for a different shift, that will be possible after a one year commitment to covering this shift. You can work remotely in this role, full time from home (once based in Ireland) ** Incident Manager We're committed to bringing passion and customer focus to the business.The Incident Manager role at WP Engine involves shaping a new Incident Management function within the Production Engineering team. The role requires strong multitasking ability, highly developed communication skills, and the ability to take control of a situation, including conversations with senior leaders. A breadth of technical knowledge with a focus on cloud infrastructure and LAMP stack technologies is required, as well as a proven track record in managing escalations with defined operational procedures. The position initially covers US maintenance window times but could change after a one-year commitment to covering this shift. What's cool about this job?Working closely with global teams to troubleshoot and resolve major incidents, completing root cause analysis, analysing trends, and ensuring appropriate communication at both a technical and executive level. You will have the opportunity to advise on iterative improvements to the Incident Management process. Developing your strategic thinking skills and offering you the opportunity to implement positive change. Delivering the best possible experience for our customers and teams during unplanned outages. Day to DayServes as the single point of contact for global teams on complex escalated issues.Facilitates communication and escalation across WP Engine teams and possibly entire organisation driving incidents to complete resolutionEnsures appropriate leadership communication during critical issues. Documents incidents so that root cause analysis and impact analysis can be more easily performed following resolution.Tracks and analyses trends of escalated issues highlighting and accounting for areas of risk.Onboards new engineering teams and products to the Incident Management process as the company continues to grow. Advises on iterative improvements to the Incident Management process over time. Your Expertise and PassionFirst and foremost this role requires not only the ability to multitask, but a comfort level in doing it during high pressure situationsHighly developed written and verbal communication skills both at a technical and executive leadership level. Knowing your audience and understanding what is important to communicate to them at any given moment is critical. Ability to command a situation. This role requires that someone be comfortable taking control of a conversation (which may include senior leaders) and refocusing it if necessary. Breadth of technical knowledge with a focus on cloud infrastructure and LAMP stack technologies. Has proven track record in managing escalations with defined operational proceduresIreland Perks and BenefitsCompany Stock Options (Every employee is an owner in the company)Great Health Benefits (Medical, Dental, Vision)Paid Family and Caregiver’s LeaveEmployee Assistance ProgramGenerous Vacation Time (Who doesn’t like time off)€450 one-time work from home allowance4 Company Wellness Days a yearMonthly wellness allowance via ThrivePassAccess to free on-demand fitness classesFree subscription to CalmOn-going education through LinkedIn Learning, Workday Learning, and our Career Growth PortalAt WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.#LI-DO1#LI-Remote
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