Senior Incident Commander (m/f/x) - Site Reliability Engineering

We are strengthening our incident management team. You will be at the helm, managing incidents and leading the way. Your role at Dynatrace is crucial in ensuring best-in-class reliability and shaping incident response for our customers. Your detailed responsibilities in this new team will be

Prepare for Effective Incident Response:

• Response Coverage: Join a new global team of Incident Commanders coordinating incidents 24/7 in a follow-the-sun model
• Training and Preparedness: Train teams on incident response protocols and ensure readiness for critical incidents
• Process Improvement: Ensure our incident management process fits best-in-class, aligning with industry standards, company, and customer need

Navigate Critical Incidents with Success:

• Incident Coordination: Manage high-severity incidents, leading temporary response teams to ensure timely resolution and minimal business impact.
• Analysis and Mitigation: Coordinate the team to understand impacts, perform forensics, categorize and mitigate incidents, ensuring the right experts are engaged.
• Communications: Ensure all personnel know their roles during incidents. Keep teams aligned and ensure regular updates to customers and internal stakeholders.

Continuously Learn and Improve:

• Postmortem Management: Lead blameless postmortem sessions, reviewing incident response and resilience, and tracking execution of improvement actions
• Metrics and KPIs: Define and track key metrics to measure the effectiveness of incident management and leverage them for data-driven improvement planning.
• Customer Interaction: Prepare detailed postmortem write-ups for customers, providing clear and actionable insights. Monitor and report on SLAs.
• Stakeholder Communication: Maintain a holistic view of production status and communicate updates to internal stakeholders and customers.