Site Reliability Engineer - Incident Manager

Job Summary

At NetApp, we have an amazing opportunity to transform industries with cutting-edge data services. We are developing a broad portfolio of solutions that harness the power of data. NetApp public/private cloud offerings, high performance & highly scalable storage products are stretching what’s possible for our customers & partners. These solutions change how data is stored, consumed & interpreted unleashing innovation. Join our team & push the boundaries of what’s possible.

The SRE team within NetApp Public Cloud Service group is responsible for the scaling and support of our multi-region, multi-cloud application. This team is made up of a group of software engineers, site reliability engineers, and security experts that own the deployment architecture and strive to improve our infrastructure through deep partnership with other teams across the organization.

We are a customer focused team continuously improving our services to meet their needs and reduce toil on our team. We meet regularly to mentor and challenge each other as we collaborate across projects. We're only able to accomplish our mission through diverse teams innovating, together.

As an SRE Incident Manager, you will work in a command-and-control role focusing on uptime and Time to Recovery (TTR). To fulfill this role, you will collaborate with multiple NetApp teams to bring about safe and rapid mitigation of incidents that impact customers on a global scale. You will partner with Site Reliability Engineers (SREs) and lead by example by being more of a contributor than a delegator.

Job Requirements

• Define and refine incident management, change management and problem management-related workflows.
• Reduce operational inefficiencies in the incident management process to ensure the fastest path to SREs through automation and continuous process improvement. Identify when escalation is required and trigger such escalation accordingly.
• Manage proactive notification for planned events and broad communication associated with critical incidents. This requires composure under pressure, broad analytical, and problem-solving expertise, and the ability to confidently collaborate with varied partners. These skills would be applied in producing both written and verbal communication to update customers, partners, and senior leadership.
• Create and maintain recovery playbooks for commonly occurring customer patterns and issues.
• Drive down resolution times by improving alert coverage and accuracy. Deflect customer incident submission by promoting supportability tools (e.g. documentation, self-service workflows).
• Lead after action reviews and root cause analysis. Complete postmortems on a timely basis that identify repair items preventing future customer impact. Ensure resolution of product/service defects, process improvements and documentation enhancement to address live site or customer reported incidents.
• Present monthly incident availability and operability metrics to cross functional leadership teams. Build dashboards to provide insights and visibility into critical business metrics for a variety of audiences.
• You must be able to work outside of normal business hours (weekend shifts, holidays, & evenings) as needed.

Education & Experience

• Typically requires a minimum 3 years of related experience with a bachelor’s degree; or 2 years and a master’s degree; or equivalent work experience.
• Experience managing incidents and running incident management programs, preferably in large-scale environments.
• Experience working with service owners running a DevOps team in public cloud platforms such as AWS, Azure, or Google Cloud is big plus.
• A basic understanding of public cloud vendors such as AWS, Azure, Google Cloud, or others.
• Outstanding communication and presentation skills, written and verbal. Excellent listening skills and a high degree of empathy.
• You are great at solving problems, sorting meaningful information from noise, and taking action.