29 days old

AppD Incident Response Manager - JV(4744)

Cisco Systems Inc.
San Francisco, CA 94102
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About Us

AppDynamics is an application performance monitoring solution that uses machine learning and artificial intelligence (AI) to provide real-time visibility and insight into IT environments. With our unique AIOps solution, you can take the right action at exactly the right time with automated anomaly detection, rapid root-cause analysis, and a unified view of your entire application ecosystem, including private and public clouds.  Using AppDynamics, youll finally align IT, DevOps, and the business around the information that helps you protect your bottom line and deliver flawless customer experiences at scale.

About You

AppDynamics is looking for an Incident Manager to help us scale up as our company continues to grow. The Incident Manager will apply his/her knowledge of operational principles, core mission, and values to help reduce incidents resolution and turn around times. This position will coordinate with other internal resources to provide best-in-class incident management and improve remediation processes efficiency. The ideal candidate will possess a strong desire for growth, intense work ethic, and excellent communication ability in both form and substance. Training and mentoring on the specifics of the company will enable the candidate possessing the base skills outlined below to excel in this position.

Responsibilities

  • Identify, initiate, schedule and conduct incident reviews
  • Promote and reinforce adherence to the process and policies associated with Incident Management
  • Notify the participants in the Incident Management process when standards and procedures are not being followed
  • Work efficiently with product, UX, operations (SaaS), support and engineering teams to design and scope incident or escalation management procedures.
  • Identify incidents which need special attention or escalation
  • Identify potential problems and/or increasing trend of repetitive Incidents
  • Create knowledge with repeatable procedures with a goal of reducing the number of Incidents
  • Create incident Reports
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Carry out the responsibilities for the Incident Management process and/or Implement Effective Procedures
  • Accountable for the overall process efficiency and effectiveness
  • Ensure alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized

Required Qualifications

  • Demonstrates initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills
  • Excellent organizational skills; ability to multitask and prioritize work effectively
  • 5+ years of applicable experience in an agile environment, preferably for a large company responsible for handling enterprise-level incidents in collaboration with cross-functional teams.
  • Solid understanding of software development life cycle models as well as expert knowledge of modern incident management methodologies
  • Experience with agile methodologies and practices
  • Experience with program/portfolio management toolsets (JIRA/Portfolio/Confluence)
  • Recognizes the importance of continuous improvement and identify opportunities to streamline/optimize current practices in order to shorten delivery schedules, improve quality, and/or increase efficiency
  • Absolute integrity, honesty and accountability

Perks

We know that the award-winning culture at AppDynamics is something to brag about, but here are more reasons that make you excited to get out of bed to come in the morning, like:

  • Medical, dental, vision coverage
  • 401k match (4.5%)
  • Wellness perks (gym, hobbies, education, store discounts, personal finance)
  • 4 weeks PTO, 5 days VTO, 14 holidays (including 1 birthday PTO and 1 floating holiday)
  • Mandatory company shut down between Christmas and New Years
  • Weekly catered breakfast and lunch, and all the snacks, fruits and drinks your heart desires, monthly happy hour events, and weekly massages
  • Brand new state of the art office in downtown San Francisco, centrally located near BART, Caltrain, Muni, the ferry, and a bike share station
  • Free shuttle service and pre-tax commuter benefits

Just a note

Note to Recruiters and Placement Agencies: AppDynamics does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any AppDynamics employee. AppDynamics will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of AppDynamics.

AppDynamics is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other unlawful factor.  AppDynamics complies with all applicable laws, including those regarding consideration of qualified applicants with criminal histories (such as the San Francisco Fair Chance Ordinance).  If your disability makes it difficult for you to use this site, please contact talent@appdynamics.com.  AppDynamics participates in E-Verify.

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Posted: 2019-07-22 Expires: 2019-08-22

Cisco Systems Inc.

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AppD Incident Response Manager - JV(4744)

Cisco Systems Inc.
San Francisco, CA 94102
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