At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device.
XCaaS - the 8x8 eXperience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.
As our sole Incident Manager, you’ll gain the experience of running with this role. You’re responsible for decisions related to prioritization and escalation of production incidents, technical and business communication on outages and continuous improvement with resolutions and prioritization. You manage the life cycle of all incident records from escalation to permanent problem resolution and closure You will host incident reviews to determine root cause and action plan towards preventing problem recurrence. You will develop, coordinate and promote the ITIL-based Incident management process, including critical and non-critical incident handling, and continually improve to best practices. In addition, you will:
-Identify trends and potential problem nominations through incident analysis.
-Provide input on the design and implementation of service stability monitoring, alert notification and escalation mechanisms/processes.
-Tests and maintains incident response plans and processes to address existing and emerging threats.
-Train, guide, and advise associates on the incident management processes.
-Serve as an escalation point of contact for critical incidents.
-Acts in an advisory capacity and as a liaison for third party incidents.
-Participation in after-hours incidents when required.
-Provide updates to senior leadership on incidents, status and team response.
-Develop and produce metrics reports on application performance and SLAs.
-Provide Reason for Outage (RFO) and Incident Reports (IRs) to customers as needed.
Qualifications:
-Bachelor’s degree in Information Technology, related discipline or relevant work experience.
-5+ years related experience with a background in IT Operations, including support of applications and services.5+ years of experience in Incident Management or related experience working in a medium to large environment.
-Experience and knowledge of the incident management principles and methodologies.
-Strong project management skills, including the ability to own and manage multiple incidents simultaneously.
-Excellent oral/written communication skills with the ability to work with all levels of the organization.
-An ability to effectively influence others to modify their perspectives, plans, or behaviors.
-Strong technical skills.
-Understanding of DevOps philosophy.
-Understanding of ITIL frameworks and philosophy is a plus.
Salary Pay Range*
$102,400- $153,600
*The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.
8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
We also provide reasonable accommodation to individuals with disabilities in accordance with applicable laws.
Learn more or email us at
[email protected] (Include “Reasonable Accommodation” in the subject line)
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