IT Incident Manager - San Jose, United States - ByteDance

ByteDance

Verified Company

San Jose, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life.

With a suite of more than a dozen products, including TikTok and Helo as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.

Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.

To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team.

Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.

We seek an IT Incident Manager role to join our Technical Service Management Team.

This person will function as an incident commander, leveraging communication bridges to manage major incidents, change management, and IT disaster recovery plans.

Team Introduction:

The Technical Service Management team partners with all service owners in the IT organization, integrating the services into the IT technical service management system (including but not limited to processes, tools, quality assurance, etc.) so that they meet or follow the well-established IT global service baseline.

The team supports service owners to improve their service quality through comprehensive business and data analysis.

Job description

As a core member of the global operations partner team, work with regional service teams to ensure successful achievement of service baselines, including meeting or exceeding SLA/OLA respectively.
Partner with service owners to spearhead service onboarding, define the support model, and enhance service quality for the end users.
Contribute to the IT service catalog by defining all IT services, service owners, service associations, and corresponding SLA requirements.
Act as the intermediary for knowledge management within IT (Level 1 to Level 3), including identifying, and documenting knowledge material in support of the organization's shift left strategy.
Promote global standardization as an ambassador in pursuit of consistent enduser experience, and highly efficient IT operational excellence, across the globe.
Analyze and address pain points in the team's workflow and collaboration.
Encourage the use of best practices and methodologies to create highquality output.
Continual Service Improvement: collaborate with other IT technical teams to identify areas for enhancement, and implement strategies to optimize service delivery.

Responsibilities:

Initiate and manage the conference calls to drive major incident resolution as quickly as possible.
Provide updates to IT leadership and customers about IT major incidents and ongoing actions.
Drive relevant IT technical teams to provide solutions, root causes and preventive actions to ensure all major incidents are handled and resolved within the prescribed SLA.
Lead postmortem investigations after each major incident with technical teams to identify root cause, preventive actions, and improvement tasks.
Analyze major incident data and report key performance indicators of major incident handling. Drive the continuous improvement of major incident processes to ensure the efficiency and quality of process execution.
Own the change management process; design the process, workflow, and tools.
Organize the regular IT CAB meeting to review all of the highrisk changes. Ensure all changes are documented, approved, and monitored appropriately following change management processes and standards.
Responsible for IT disaster recovery plan management and driving technical teams to build up the mechanism according to IT technical architecture. Regularly organize disaster recovery drills.
Provide IT support for enterprise crisis events as an IT interface person.

Minimum Qualifications

Bachelor's degree (major in information technology, computer, and related fields), 5+ years of experience in IT domain, and at least 3 years of experience working in IT service management.
Knowledge of IT service management including ITIL and COBIT, and practical experience in process design such as incident/change/problem management.
Strong communication and documentation skills, proactive, and independent. Able to communicate efficiently, convincingly, and appropriately in all scenarios. This extends to managerial skills and the ability to collaborate with team members.
Familiarity with IT infrastructure, including networks and storage, enabling efficient coordination of technical teams, and enhancing IT disaster recovery planning mechanisms.
Proficient in performance metrics methodologies, and strong problemsolving and time management skills in fa