AWS Incident Manager

Who you are

You are a proactive and calm-under-pressure Incident Commander with experience in managing incident responses within SaaS operations. You have a strong understanding of incident management processes and are skilled in performing root cause analysis (RCA). Your communication skills are top-notch, allowing you to effectively steer resolution efforts and ensure clear documentation for both internal teams and customers. You thrive in high-pressure situations and can maintain composure while coordinating multiple teams during incidents.

You have a background in cloud technologies, particularly AWS, and understand the intricacies of operating within a SaaS environment. Your ability to analyze incidents and drive improvements is complemented by your experience in documenting incidents and resolutions clearly. You are detail-oriented and ensure that all post-incident documentation is thorough and accessible.

Desirable

Experience with incident management tools and frameworks is a plus. Familiarity with ITIL practices or similar methodologies will enhance your ability to contribute effectively to the team. You are also encouraged to apply even if your experience doesn't match every requirement, as we value diverse backgrounds and perspectives.

What you'll do

In this role, you will serve as the authoritative voice during incidents, guiding teams through the resolution process. You will be responsible for managing the incident response lifecycle, ensuring that all incidents are addressed promptly and effectively. Your role will involve coordinating with various teams to facilitate communication and collaboration during incidents, ensuring that everyone is aligned and informed.

You will perform root cause analysis (RCA) to identify underlying issues and drive improvements to prevent future incidents. This includes analyzing incident data, identifying trends, and recommending changes to processes or systems to enhance overall incident management. You will also be responsible for creating and maintaining clear post-incident documentation, ensuring that all stakeholders have access to relevant information.

Your proactive approach will help foster a culture of continuous improvement within the organization. You will work closely with engineering and operations teams to implement best practices and enhance incident response capabilities. Additionally, you will participate in training and mentoring team members on incident management processes and tools.

What we offer

At Caseware, we offer a collaborative and supportive work environment where your contributions will have a direct impact on our operations. You will have the opportunity to work with a talented team of professionals who are dedicated to delivering high-quality solutions to our clients. We value innovation and encourage you to bring your ideas to the table.

We provide competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a company that has a rich history in the fintech industry and is committed to driving positive change in the audit and accounting software space. Join us in making a difference for our users around the world.