We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.WP Engine is the most trusted WordPress technology company, powering over 1.5M digital experiences in 150+ countries for businesses of all sizes. WP Engine’s all-in-one platform enables customers to design, build, power, and manage extraordinary WordPress, eCommerce, and headless sites—all thanks to a nonstop commitment to innovation, award-winning WordPress expertise, and a set of core values that guides us every day. 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. What's cool about this job?Working closely with global teams to troubleshoot and resolve major incidents, completing root cause analysis, analyzing 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 organization 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 analyzes 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.Tracks post-incident RCA progress and action item delivery by global engineering teams to ensure they’re completed in agreed upon timeframes.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 proceduresFamiliarity with incident management metrics such as MTTR/MTTD, root cause analysis, and severity levels preferred.Professional experience with ITSM/ITIL best practices, certification is a plus.Perks and BenefitsCompany Stock Options (Every employee is an owner in the company)Superannuation ProgramEmployee Assistance ProgramSupplemental Maternity & Paternity PayGenerous Vacation Time (Who doesn’t like time off)One-time $745 AUS Home Office StipendCompany Wellness DaysAt 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, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.#ET-1#LI-Remote
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