Incident Management, Practice Lead

| Cambridge
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Practice Lead, Incident Management 

As the manager of the brand new Incident Management team, you will be responsible for co-creating and evolving a critical new capability for edX and its millions of learners: enabling our engineering squads to respond as fast as possible to production incidents while fostering the maximum amount of organizational learning. Your span of influence is all of edX engineering, product, and support, a majority of the company.

Your team will accomplish this by offering a number of services such as issue intake, routing, measurement, reporting, and communication. The team will also offer a level of pager defense and run-book execution for components that meet your bar.

Responsibilities:

  • Lead a team of Incident Management Specialists comprised of employees and long-term contractors
  • Define and roll out an incident response process in collaboration with your stakeholders
  • Coach, mentor, and provide general HR management for your team
  • Liaise between Support and Product Delivery to build relationships, foster transparency, and promote learning
  • Manage automated issue routing based on team ownership
  • Use data to understand trends and propose necessary technical and process improvements to increase efficiency
  • Establish off-hours coverage and execute runbooks

Qualifications & Skills:

  • 5+ years of industry experience in a technical capacity related to software engineering, quality measurement or incident management
  • Experience leading a team or mentoring staff, both technically and professionally
  • Strength in project management with the ability to remain calm under pressure
  • Excellent cross-team communication and collaboration skills, including conflict resolution, presentation, and negotiation skills
  • Ability to identify risks in the system and pull in expertise when needed
  • Data-driven mindset: using data to inform your decision-making and proactively update processes. A knack for understanding which metrics are most important for the business outcomes we want.
  • Ability to speak both technical and non-technical languages to bridge engineering with other parts of the organization to facilitate problem-solving
  • Familiarity with fullstack development tools such as Jira, NewRelic, Google Analytics, Splunk, Python, Django, MySQL
  • Ability to design and build automation and create technical integrations between the tools we use: Zendesk, Jira, Google sheets and Tableau
  • A belief that process works for us, we don’t work for it. Process is a tool, not a belief system.

Bonus:

  • Education technology domain knowledge
  • Experience leading during high-pressure incidents
  • Experience working cross-functionally as well as with remote teams


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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases

Location

edX is right near the MIT campus in the Kendall Square neighborhood of Cambridge, MA. There are cafes, bars, restaurants, gyms, and a T stop nearby!

An Insider's view of edX

What’s the vibe like in the office?

Always fun and collaborative. I've never worked at a place where so many co-workers greeted me by name after just my first day.

Jim

Sales Development Manager

What projects are you most excited about?

My work focuses on enabling course teams at partner institutions to create high-quality learning experiences on edX.org. Right now couldn't be a more critical time for this work as we ramp up the amount of Master's degrees we are offering this Fall. I work with faculty, instructional designers, media producers, and project managers.

Ben Piscopo

Learning Designer

How has your career grown since starting at the company?

Working at edX has given me invaluable experience that has allowed me to explore and develop my career. I’ve been able to take on challenges and learning opportunities that have helped me discover the work I’m most passionate about. In my time at edX I’ve grown into a new role and continue to learn more about my work and myself.

Mary Mooshian

Associate Product Marketing Manager

How would you describe the company’s work-life balance?

At edX, getting your work done is very important, but the company also understands that your life and well being outside of work is directly correlated to productivity during work hours. This is clearly communicated across all levels and departments. There is also lots of company wide fun activities that help us get to know our coworkers outside.

Juliana

Software Engineer I

What are edX Perks + Benefits

edX Benefits Overview

edX employees are eligible for all MIT benefits. Enjoy the benefits of an established benefits program, but still live startup life.

Culture
Volunteer in local community
edX volunteers for the Charles River Conservancy for a Cleanup day and is deeply embedded in the local edtech community.
Partners with Nonprofits
edX partners with Year Up and She Geeks Out.
Friends outside of work
Eat lunch together
Intracompany committees
edX has a Sustainability committee, various employee resource groups, and an edX Cares committe involved in giving back to the community.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
We have a pension plan too!
401(K) Matching
5% match
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
edX's summer party is for the whole family!
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Employees receive _40__ hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
edX hosts two company outings per year - in the summer and in the winter. There are department-specific outings throughout the year!
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
We offer employees Paid on-site garage parking.
Recreational Clubs
edX has a running group and a pickup basketball team.
Fitness Subsidies
edX has access to the MIT gym at a great rate!
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
We have a $5,000 tuition reimbursement (per calendar year) through MIT's benefits. Additionally, we have a $200 stipend (per calendar year) for edX courses.

Additional Perks + Benefits

As employees of MIT, we have some of the best benefits around! Free lunch every day (of various catered cuisines) brings people into the cafeteria to enjoy lunch as a group, and opens up edXer's culinary horizons.

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