Principal Incident Commander

Principal Incident Commander

Are you ready to work on world changing technologies?  Today, organizations need to move with increased agility and insight to grow and thrive. Boomi is one of the hottest tech companies in the SaaS/Cloud industry, named a Leader for the ninth year in a row in the Gartner Enterprise iPaaS Magic Quadrant and recently recognized by Inc. Magazine as one of the best workplaces. Our award-winning, patented technology is transforming the world of integration by making enterprise-class integration technology accessible and affordable to companies of all sizes.  

Boomi provides the foundation on which your business can evolve and innovate. According to a recent survey by Vanson Bourne, connected businesses are far outpacing their competitors. We help organizations connect everything and engage everywhere across any channel, device or platform. More than 18,000 organizations are using Boomi to run better, faster and smarter.

Working at Boomi means doing what you love. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact in technology and want to build something big. If you are passionate about solving hard problems, enjoy working with world-class people and developing cutting edge technology, you should explore a career with Boomi. Learn more at https://www.boomi.com/  or visit Boomi Careers.

Join us as a  Principal Incident Commander on the Engineering Reliability team to do the best work of your career and make a profound social impact.

What you will achieve

As a Principal Incident Commander, you will work with Site Reliability Engineers, Subject matter experts, other engineering teams, customer success and customer support to assist in detecting, triaging, and mitigating events that impact Boomi service availability. You will be responsible for minimizing the downtime of Boomi’s services to ensure the Boomi Enterprise Platform maintains 99.99% availability by delivering an excellent incident management program. When Boomi experiences issues, our team will respond within minutes to ensure customer impact is mitigated. This experience will expose you to the inner workings of Boomi’s systems and organizations. You will interact with and influence leaders from across the Boomi business and will drive broad cross-organization programs meant to iteratively improve Boomi-wide service availability. 

You will:

• Be an active member of an Agile team, collaboratively realizing features through the software development lifecycle.
• The primary function of a Principal Incident Commander is to direct SREs, Subject Matter Experts (SMEs) and other leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders and end users updated.
• Build and evolve the practice of Incident Management across Boomi, developing processes and systems to leverage the related metrics to identify and drive process and procedural improvements globally.
• Responsible to escalate to responsible service teams, senior management and executive leaders to ensure appropriate awareness, engagement and focus
• Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
• Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement
• Documents pertinent information relating to Incidents that aids process improvement, identifies deviations and enables the creation of an Incident Knowledge Base
• Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies
• Collates and analyzes incident-based data for team metrics and KPIs
• Identifies opportunities and takes ownership for automation and/or continuous improvement of Incident Management process steps and best practices

Essential Requirements 

• Passionate about SRE, DevOps, Automation and infrastructure platforms. 
• Bachelor’s degree or higher in Computer Science / Information Systems or a related field / work environment.
• Extensive experience with incident management in a cloud-based environment
• Confidence to drive and manage large conference calls.
• Have a broad and extensive knowledge of cloud infrastructure and related technologies - AWS/Azure, Storage, network, authentication, databases etc
• Strong leadership skills to direct service teams during major incidents that have the potential for significant business impact, remaining calm, professional and focused in high pressure situations
• Experienced user of a type of ticketing system (JIRA/JSM similar/ServiceNow)
• Ability to multi-task in a fast-paced, ever-changing environment
• Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results
• Flexibility to work within a “Follow the Sun on-call” global shift rotation covering local day-time hours shared across all team members

Desirable Requirements 

• 10+ years’ experience in the software engineering industry, with experience supporting large scale SaaS and Cloud based software solutions in production.
• Familiarity using AWS technologies such as CloudFormation, S3, ECS, EKS, and EC2.
• Strong leadership, project planning, communication, and execution skills
• Experience with distributed service-oriented architectures
• Represents Incident Management at relevant software team Roadmap planning and backlog reviews, influencing the prioritization of automation and tooling enhancement

Boomi is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind

Boomi is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Boomi are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Boomi will not tolerate discrimination or harassment based on any of these characteristics. Boomi encourages applicants of all ages.

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