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Incident Analyst

Problem Management

Posted on 7/9/2024



10,001+ employees

E-commerce platform for furniture and decor

Consumer Goods

Junior, Mid, Senior

Toronto, ON, Canada

IT Support
System Administration
IT & Security
Required Skills
Data Analysis
  • Strong written and verbal communication skills
  • Ability to identify and communicate relevant information in a digestible way to large audiences
  • Ability to digest technical details and connect to business impacts
  • Broad and applicable understanding of Incident and Problem Management processes
  • Demonstrated ability to build relationships across multiple functions, within and outside our technology organization
  • Experience managing projects across diverse stakeholders/initiatives
  • Ability to prioritize work tasks while accounting for constraints outside of your control
  • Flexibility in working schedule and ability to provide on-call support based on business needs
  • Previous experience in an eCommerce or services based company
  • Experience in a NOC, SRE, Platform, or Operational Engineering role
  • Experience with Atlassian tools (e.g. JIRA and Confluence)
  • Experience with PagerDuty
  • Experience with Datadog or similar monitoring or tracing tools
  • Experience with Looker or similar visualization/analytics tools
  • Effectively manage all major incidents and the process to drive the restoration of services quickly while minimizing impact
  • Drive efforts to learn from incidents and make Wayfair stronger
  • Identify opportunities for continuous improvement of the Incident Management process and best practices
  • Clearly and succinctly communicate incident status to technology and business stakeholders, translating technical details into customer experience impacts
  • Respond to and investigate technical issues of all sizes and types
  • Provide training across our technology team on incident response and resilience process and best practice
  • Create detailed critical incident reports and communicate important data points company-wide
  • Build relationships with business partners across Wayfair to ensure Incident Management processes are built into organizational workflows and teams are driving toward improved operational excellence
  • Automate or streamline manual tasks and redundancies within the technology organization
  • Lead postmortem meetings and other key meetings with technical partners, business stakeholders and service owners to review events and opportunities for ongoing improvement

Wayfair is a leading e-commerce platform specializing in home furnishings and decor, offering an expansive selection that caters to diverse tastes and budgets. The company stands out for its strong customer-centric approach, utilizing advanced e-commerce technologies to enhance the shopping experience. Working at Wayfair provides employees with the opportunity to be part of a dynamic team that values innovation in digital commerce and customer engagement, making it an ideal environment for professionals passionate about driving technological advancements in the retail industry.

Company Stage


Total Funding



Boston, Massachusetts



Growth & Insights

6 month growth


1 year growth


2 year growth