Incident Analyst, Problem Management

Candidates for this position are preferred to be based in Toronto, Canada and will be expected to comply with their team’s hybrid work schedule requirements.

Wayfair is a leader in the ecommerce space for all things home, making it easy for people to quickly and easily find what they are looking for from a selection of over 8 million products and create a home they love. Here at Wayfair, we operate a 24x7x365 Production Operations Center to provide support to our website and global operations to enable our teams in all areas of the business to bring a world class experience to our customers.  

Who We Are:

Wayfair is a leader in the ecommerce space for all things home, making it easy for people to quickly and easily find what they are looking for from a selection of over 8 million products and create a home they love. Here at Wayfair, we operate a 24x7x365 Production Operations Center to provide support to our website and global operations to enable our teams in all areas of the business to bring a world class experience to our customers.  

Do you have a passion for solving complex problems that deliver the best customer experience possible? Do you enjoy driving difficult technical challenges to resolution and ensure they do not repeat? 

We’re looking for an experienced Incident Analyst to join our highly skilled team of engineers and business partners. In this role, you’ll have an opportunity to work on business impactful initiatives touching all parts of our technology organization.  The Problem Management team is responsible for driving complex incidents to resolution in a timely and effective manner.  The ideal candidate will be able to be effective under pressure, possess broad technical, analytical, and problem-solving experience, the ability to collaborate with varied partners, and have great written and spoken communication skills.

What You’ll Do:

• Effectively manage all major incidents and the process to drive the restoration of services quickly while minimizing impact.
• Drive our efforts to learn from incidents and make Wayfair stronger .
• Identify opportunities for continuous improvement of the Incident Management process and best practices.  Help update or build new processes to strengthen as we grow.
• 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 (and never solve the same problem twice!)
• Lead postmortem meetings and other key meetings with technical partners, business stakeholders and service owners to review events and opportunities for ongoing improvement.

We Are a Match Because You Have:

• 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

Why You’ll Love Wayfair:

• Time Off:
  • Paid Holidays
  • Paid Time Off (PTO)
• Health & Wellness:
  • Full Health Benefits (Medical, Dental, Vision, HSA/FSA)
  • Life Insurance
  • Disability Protection (Short Term & Long Term Disability) 
  • Global Wellbeing: Gym/Fitness discounts (including US Peloton, Global ClassPass, and various regional gym memberships)
  • Mental Health Support (Global Mental Health, Global Wayhealthy Recordings)
  • Caregiver Services
• Financial Growth & Security:
  • RRSP (Registered Retirement Savings Plan)
  • Tuition Reimbursement 
  • Financial Health Education (Knowledge of Financial Education - KOFE)
  • Tax Advantaged Accounts
• Family Support:
  • Family Planning Support
  • Parental Leave
  • Global Surrogacy & Adoption Policy
• Professional Development & Recognition:
  • Rewards & Recognition 
  • Global Employee Anniversary Awards 
  • Paid Volunteer Work 
• Unique Perks:
  • Employee Discount 
  • Global Pod Outings
• Work/Life Balance:
  • Emphasizing a supportive & flexible work environment that encourages a balance between personal and professional commitments 

We are looking forward to your application!