Senior Incident Commander

Position OverviewWant to help make a better world? As Incident Commander and Analyst at Autodesk you can do just that. How is this possible? You will shape the frontier of customer facing cloud services support at Autodesk by being an elite, Senior Incident Commander, and Analyst. Your finger will be on the pulse of Autodesk Cloud Services that empower our customers to “Make Anything”. At Autodesk, we believe that incidents are unplanned investments so, your focus will be as a member of a cadre that drives incidents to resolution and extracts deep learnings from them. Reporting to the Customer Facing technology operations organization, you demonstrate the ability to operate independently, collaborate with cross‑functional teams to ensure that customer impact is mitigated, and incidents are fully understood. Above all, you help Autodesk deliver the highest quality of service for all the customers we serve.In accordance with GovCloud Cloud Service Provider Security Requirements, this role must be performed by persons meeting the legal definition of “U.S. Person”, which includes U.S. citizens and U.S. lawful permanent residents. Employment is contingent upon meeting all applicable government security and eligibility requirements.ResponsibilitiesYou are a superior communicator. Written, verbal, and nonverbal language are all essential skills to be an effective and trustworthy leaderYou understand how to negotiate across multiple stakeholders and points of viewYou can develop and maintain strong relationships with team members by mutual earned respect and the ability to persuade with facts, logic, enthusiasm, and a proven track recordAct in the role of an Incident Commander to facilitate high‑severity incident triage. Ensure that high‑severity incidents achieve the necessary cross‑functional engagement to drive them to resolution in a timely fashion. Communicate clear updates to stakeholders in a timely fashion. Participate in on‑call rotation for Incident Commander role for after hours and weekendsParticipate in regular review of open Incidents and evaluate if Level1 (Cloud SOC) and Level2 (DevOps) teams are remediating incidents in a timely and effective mannerDrive the use of incident metrics and perform a first‑level analysis of incident data to gain insights as to service performance and patterns of emerging issuesRun regular Incident Review meetings with Cloud Operations cross‑functional teams. Provide focus for the meetings to maximize benefit and respect the valuable time of the cross‑functional representatives who attendProvide oversight for Cloud Service Operation Centre Level 1 engineer performance. Act as one escalation point for the Cloud Services Operation Centre manager for investigation of issues regarding process or performanceRun post‑incident debrief meetings to drive engagement with incident respondersAnalyse incidents using an interview‑based approach to extract deep learnings from incidents allowing the organization's knowledge to grow as a resultEngage with cross‑functional Engineering Teams to ensure that Incident follow‑up (forensic) activities are happening in a timely fashion (as governed by our published internal processes)Develop and implement data analyses, data collection, and other strategies that optimize platform resiliency and qualityWork with Autodesk Engineering teams and leaders to recommend improvements based on analysis. Periodically review engagement / follow‑through of cross‑functional teams to ensure forward progress is being madeAct as a facilitator for on‑boarding of new services to the Cloud SOC. Conduct meetings with cross‑functional teams to educate them and act as their mentor through the on‑boarding processPerform required periodic review of new and revised runbooks, evaluating them for their efficacy and relevance. Confer with subject matter experts in Forge and Engineering regarding enhancement of existing runbook documentationMinimum Qualifications10+ years of experience in a similar operations function within a high availability (HA), 24x7, mission critical operations environment providing or leading front‑line support for a public‑facing service with a high‑volume, paying customer base3‑5 years' experience leading or defining processes for high availability production environments or servicesBachelor's degree in computer science or a related technology field or equivalent experienceProficient in effectively communicating to a wide range of audiences in both written and oral form. This includes leading online meetings related to major customer impacting incidents with many participants in EnglishAbility to participate in an on‑call rotation for the Incident Commander role including off‑hours and weekendsMust be process‑oriented, energetic and an analytical thinkerAbility to understand how technical deployments and outages impact customers and partners, and the experience to drive mitigationSolid understanding of basic Amazon Web Services infrastructure services, with exposure to serverless technologies, such as Aurora and LambdaSolid understanding of concepts and technologies such as, but not limited to: cloud computing, server clusters, high availability network configurations, DNS, SMTP, NTP, NAS and HTTPAble to assimilate knowledge of new systems quickly and be adaptablePreferred Qualifications8+ years of experience in a similar operations function within a high availability (HA), 24x7, mission critical operations environmentExperience with Jira, Confluence and ServiceNowAWS CertificationsKnowledge of incident analysis, problem, and change management practicesUnderstanding of Dynatrace, Catchpoint, and similar observability toolsExperience with defining and maintaining operational processesExperience administering Amazon Web Services accounts and instances, or network infrastructure (switches, routers, firewalls, etc.)Experience defining, analysing, and maintaining Operational Reports such as (but not limited to) SLA and Outage reports, Operations Performance reports, Maintenance reports, Operations Containment reports, etc. for internal as well as external consumptionExperience with Managed Service Providers particularly with global accountsBenefitsFrom health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S.Salary transparencySalary is one part of Autodesk's competitive compensation package. For U.S.-based roles, we expect a starting base salary between $112,000 and $200,860. Offers are based on the candidate's experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.Equal Employment OpportunityAt Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.#J-18808-Ljbffr

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