Senior Incident Commander - Site Reliability Engineering

Company Description

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

Job Description

We are strengthening our incident management team. You will be at the helm, managing incidents and leading the way. Your role at Dynatrace is crucial in ensuring best-in-class reliability and shaping incident response for our customers. Your detailed responsibilities in this new team will be  

Prepare for Effective Incident Response: 

• Response Coverage: Join a new global team of Incident Commanders coordinating incidents 24/7 in a follow-the-sun model
• Training and Preparedness: Train teams on incident response protocols and ensure readiness for critical incidents
• Process Improvement: Ensure our incident management process fits best-in-class, aligning with industry standards, company, and customer need

Navigate Critical Incidents with Success:

• Incident Coordination: Manage high-severity incidents, leading temporary response teams to ensure timely resolution and minimal business impact.
• Analysis and Mitigation: Coordinate the team to understand impacts, perform forensics, categorize and mitigate incidents, ensuring the right experts are engaged.  
• Communications: Ensure all personnel know their roles during incidents. Keep teams aligned and ensure regular updates to customers and internal stakeholders. 

Continuously Learn and Improve: 

• Postmortem Management: Lead blameless postmortem sessions, reviewing incident response and resilience, and tracking execution of improvement actions
• Metrics and KPIs: Define and track key metrics to measure the effectiveness of incident management and leverage them for data-driven improvement planning.
• Customer Interaction: Prepare detailed postmortem write-ups for customers, providing clear and actionable insights. Monitor and report on SLAs.
• Stakeholder Communication: Maintain a holistic view of production status and communicate updates to internal stakeholders and customers. 

Qualifications

• Proven experience in incident management and SRE or Security Operations, ideally within a SaaS environment.
• Strong technical background with the ability to understand complex systems and troubleshoot issues.
• Strong team player who stays calm and keeps the focus for the group in tough situations.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical stakeholders.
• Experience with postmortem processes and continuous improvement methodologies.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Passionate about pushing the limits to operate a vast SaaS solution reliable and performant at scale!  

Additional Information

​​​​​​What's in it for you?

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. 
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. 
• Working models that offer you the flexibility you need, ranging from full remote options to hybrid ones combining home and in-office work.   
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.  
• An environment that fosters innovation, enables creative collaboration, and allows you to grow. 
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.   
• A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team. 
• A relocation team that is eager to help you start your journey to a new country, always there to support and by your side. 
• Attractive compensation packages and stock purchase options with numerous benefits and advantages.