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Full-Time

Director – IT Incident and Problem Management

Confirmed live in the last 24 hours

Smarsh

Smarsh

1,001-5,000 employees

Cloud-based archiving and compliance solutions

Data & Analytics
Hardware
Government & Public Sector
Enterprise Software
Fintech
Cybersecurity
Legal

Compensation Overview

$200k - $250kAnnually

+ Bonus

Senior, Expert

Atlanta, GA, USA

Category
IT Project Management
IT Support
IT & Security
Required Skills
Microsoft Azure
Communications
Management
AWS
Google Cloud Platform
Requirements
  • 10-15 years of experience in IT, with at least 5 years in incident, problem management or SRE and least 3 years in a managerial position.
  • Proven experience in IT incident, problem management or SRE for B2B SaaS providers, ideally within the FinTech sector.
  • Proven track record in senior leadership roles, with the ability to inspire and empower cross-functional teams to achieve operational excellence and drive continuous improvement.
  • Deep understanding of ITIL framework with extensive hands-on experience in incident identification, prioritization, resolution, and escalation.
  • Expertise in leading comprehensive root cause analysis and problem resolution efforts, incorporating Google SRE principles for preventive actions.
  • In-depth knowledge of Google SRE philosophies, including error budget management, service level indicators/objectives (SLIs/SLOs), and effective incident response strategies.
  • Broad technical understanding across IT infrastructure, networks, applications and their incident and problem management practices.
  • Broad technical understanding of modern cloud technologies (AWS, Azure, GCP) and their incident and problem management practices.
  • Strong ability to analyze incidents and problems, identify root causes, and drive the implementation of effective solutions.
  • Excellent communication skills, with the ability to engage and influence stakeholders at all levels, including technical teams and senior management.
  • Effective collaboration skills to work with cross-functional teams and stakeholders.
  • Strong analytical and strategic thinking abilities, capable of driving alignment between incident and problem management processes and organizational goals.
Responsibilities
  • Provide strategic direction and oversight for the IT incident and problem management function, ensuring 24/7 coverage and effective response to incidents.
  • Develop and refine IT incident and problem management strategies aligned with ITIL and Google SRE methodologies to enhance service reliability and minimize business impact.
  • Lead major incident and problem resolution efforts, conducting thorough root cause analysis and implementing preventive actions based on Google SRE principles.
  • Collaborate closely with cross-functional teams including IT operations, development, and customer support to ensure coordinated incident and problem resolution efforts.
  • Define and monitor key performance indicators (KPIs) and metrics related to incident and problem management, driving continuous improvement initiatives.
  • Present incident and problem management reports to stakeholders, including senior executives and Product Managers, offering insights into trends, risks, and opportunities for improvement. Additionally, develop and deliver customer-facing metrics and reports.

Smarsh provides archiving and compliance solutions specifically designed for financial services, government agencies, and other regulated industries. Their main product is a cloud-based archive that allows organizations to securely store, search, and manage their communications data, including emails, text messages, and social media interactions. This system helps businesses meet complex security, data privacy, and regulatory requirements. Smarsh differentiates itself from competitors by offering a scalable Software-as-a-Service (SaaS) model that caters to both large enterprises and smaller organizations, ensuring that clients can adapt to evolving regulations. Their goal is to help organizations efficiently manage their communication data, identify risks, and maintain compliance, particularly through tools like Connected Capture for Microsoft Teams, which supports remote workforces.

Company Stage

Series D

Total Funding

$156.8M

Headquarters

Portland, Oregon

Founded

2001

Growth & Insights
Headcount

6 month growth

-8%

1 year growth

0%

2 year growth

-8%
Simplify Jobs

Simplify's Take

What believers are saying

  • Smarsh's strategic partnerships, such as with SOCi and Verizon, enhance its market reach and product capabilities.
  • The appointment of experienced leaders to the board and executive team positions Smarsh for robust governance and strategic growth.
  • Integration with popular tools like Microsoft Teams and OpenAI's ChatGPT ensures Smarsh remains relevant and valuable in the evolving digital communication landscape.

What critics are saying

  • The highly regulated nature of Smarsh's target industries means any compliance failures could have severe repercussions.
  • Dependence on strategic partnerships, such as with Verizon and SOCi, could pose risks if these relationships falter.

What makes Smarsh unique

  • Smarsh's focus on regulated industries like financial services and government sets it apart from competitors who target broader markets.
  • Their integration with OpenAI's ChatGPT Enterprise Compliance API showcases a commitment to leveraging cutting-edge AI for compliance solutions.
  • The partnership with Verizon's Bill-on-Behalf-of program simplifies procurement and deployment, making Smarsh's mobile capture solutions more accessible to Verizon's extensive customer base.