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Form of workLife at MXWe are driven by our moral imperative to advance mankind - and it all starts with our people, product and purpose. We always carry a deep sense of drive and passion with us. If you thrive in a challenging work environment, surrounded by incredible team members who will help you grow, MX is the right place for you.Come build with us and be part of an award-winning company that's helping create meaningful and lasting change in the financial industry.Critical Incident, Senior ManagerReporting to: Head of Site Reliability Engineering, CTO OrgExemptThe Senior Incident Manager will be primarily responsible for making critical decisions related to incident prioritization and escalation, as well as managing end-to-end triaging and mitigation.
They will also be responsible for effectively communicating technical and business-related outage information, and leading continuous improvement efforts for overall incident management best practices.The ideal candidate should be a hands-on leader with a strong focus on reducing the Mean Time To Recover for our highest impacting live site incidents. They should have a bias for action to ensure the protection of our customers' experience, which may involve rolling back changes when necessary and paging system owners. Additionally, they should be able to collaborate effectively with system owners across the enterprise to apply learnings from every Critical Incident and improve our services' reliability to prevent similar incidents from reoccurring.The candidate should possess the ability to quickly ramp up and acquire a comprehensive understanding of our workflows, enabling them to provide valuable assistance in driving the identification of the root cause of an incident or coordinating complex incidents that involve multiple components.
Their breadth of knowledge should be eventually extensive and should cover end-to-end architectural understanding of both on-prem and cloud workflows, which would allow them to be highly effective in their role.This role is accountable for ensuring the availability, reliability, and observability of our products and services, whether on-prem or in the expanding cloud infrastructure of the organization.Here's what you can expect from the job and what you need to be successful.Job Duties* Incident Response Management* Develop, coordinate, promote, and adopt an ITIL-based incident management process that covers Critical Incident handling, including postmortems. Drive the adoption of these practices to enhance platform resiliency and ensure high availability across all products and services.* Communicate clearly with executives, key stakeholders, and customers regarding the business impact, risks, prioritization, and mitigation for Critical Incidents.* Develop a thorough understanding of our customer-facing products and collaborate with product development teams to establish real-time observability that enables us to monitor the performance of all our products, as well as strategic customers.* Lead the incident response process of Critical Incidents and coordinate the activities; provide rapid restoration of service through command, control, and communication.* Serve as an escalation point to expedite incident resolution by following incident management best practices.* Participates in post-incident reviews to identify root causes, develop corrective actions, and prevent similar incidents from occurring in the future. .* Help the company adopt standard SRE practices and contribute to the continuous improvement and iteration of the DevOps culture.* Collaborate with leadership across the organization to establish clear governance, ownership, and standard Site Reliability Engineering processes and guidelines that ensure all engineering teams follow the high standards of achieving high speed and stability.
Take extreme ownership of the availability of our products and services, while fostering a culture of collaboration and accountability across product development teams to ensure their applications are healthy and reliable.* Identify trends and potential problems through incident analysis.Job Requirements* Education: Bachelor's degree in Information Technology, related discipline or relevant work experience.* Industry Experience* 8-10+ years of experience in Incident Management or related experience working in large mission critical environments.* Experience and knowledge of the incident management principles and methodologies.* Understanding of DevOps philosophy.* Basic understanding of ITIL frameworks is needed.* Experience leading a team that can create and/or maintain availability and performance monitors and dashboards (with a focus on digital products), using observability tools such as Datadog, GrafanaLabs, New Relic, Solarwinds, Splunk, ExtraHop and native tools provided by vendors including HP, VMWare, Microsoft, AWS, etc.* Minimum 5 years' experience working with agile scalable software engineering as well as CI/CD, automation and DevOps practices.* Experience with system capacity monitoring and forecasting applications; as well as application and infrastructure monitoring for performance, availability, and scalability.* Working knowledge of Linux OS as well as virtualization platforms like OpenStack or in a hybrid multi-cloud architecture.* Basic understanding of large-scale applications, network architectures, firewalls, monitoring performance and fault management, and software design and development methodologies.* Basic understanding of public cloud services.* Project Management* Strong project management skills, including the ability to own and manage multiple incidents simultaneously.* Lead the end-to-end process for incident resolution and ensure that the right groups are involved in the mitigation /resolution of incidents.* Communication* Excellent oral/written communication skills with the ability to work with all levels of the organization.* An ability to effectively influence others to modify their perspectives, plans, or behaviors.* Communicate incident information and impact to customers, business partners and senior management. Upon resolution of the incident, you will ensure that the correct follow up actions are identified and assigned by working with the appropriate teams.* Excellent analytical, time management, organizational and problem-solving skills with the ability to multi-task and work in a deadline-driven environment.* Ability to foster strong relationships with internal and external stakeholders.* Excellent verbal and written communication skills and the ability to engage with business partners to understand their requirements and express ideas concisely and logically.WORK ENVIRONMENTRemote/Flex…At MX, we prioritize flexible working arrangements, which allows us to attract top talent, provide improved work-life balance, and increase productivity. Our remote flex philosophy is centered on trust, responsibility, and communication.
Our team members enjoy a balance of remote work and monthly in-person collaboration meetings. Travel expectations are about 15%, and the company covers travel expenses for remote employees. Local employees are encouraged to utilize in-office time on a weekly basis.
Both local and remote employees can take advantage of our incredible office space with onsite perks like company-paid meals, onsite massage therapist, a golf simulator, and mediation room to name a few.CompensationThe expected on-target earnings (OTE), which is comprised of a base salary and other forms of cash compensation, such as bonus or commissions is currently $175,000 to $187,000. This pay range is just one component of MX's total rewards package. MX takes a number of factors into account when determining individual starting pay, including job and level they are hired into, location, skillset, peer compensation.#LI-CAC2#LI-hybrid#LI-remoteMX is proudly committed to recruiting and retaining a diverse and inclusive workforce.
As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses. All your information will be kept confidential according to EEO guidelines.
You may request reasonable accommodations by sending an email to hr@mx.com.
