Bayside Solutions

Work jointly with Engineers, Operations, Service Providers, and Business and Finance Partners with the primary goal of rapid resolution in case of a service outage, degraded customer experience, impaired business process, or risk to regulatory compliance.. Ticket tracking via ServiceNow, Jira, Remedy, or similar tooling. Data analysis and visualization using Excel, Numbers, Tableau, or similar tooling. Production support in both on-prem data center and cloud computing environments. Incident Response, Finance, Digital Payment, ServiceNow, Jira, Remedy, Excel, Numbers, Tableau, Splunk, SDLC, ITIL

incident response

Incident Response CoordinatorW2 ContractSalary Range: $104,000 - $124,800 per yearLocation: Cupertino, CA - Hybrid RoleDuties and Responsibilities:<ul><li>Act as the primary contact and source of information for an incident.</li><li>Work jointly with Engineers, Operations, Service Providers, and Business and Finance Partners with the primary goal of rapid resolution in case of a service outage, degraded customer experience, impaired business process, or risk to regulatory compliance.</li><li>Communicate fluently the status and impact of an ongoing incident, the expected completion time of open work streams, and their outcomes.</li><li>Drive post-incident activities such as root cause analysis and remediation.</li></ul> Requirements and Qualifications:<ul><li>Experienced in major incident response and triaging problems related to critical services and infrastructure, exhibiting ownership in investigating and resolving incidents.</li><li>Adept at communicating effectively under pressure, including partner engagement and escalations, crafting high-quality stakeholder updates; ensuring timely and meaningful communications.</li><li>Experienced as a driver or leading contributor in post-incident review and root cause analysis, using Five Whys and other methods to develop action items and lessons learned.</li><li>Depth of knowledge and understanding of incident and problem management KPIs, metrics, and tooling; capturing critical incident data accurately and transforming metrics into valuable operational and business insights.</li><li>Proactive and curious; analysis of trends in incident and problem reports to assist in eliminating recurring incidents, surfacing issues before they become critical, and increasing overall efficiency.</li></ul> Preferred Qualifications:<ul><li>ITIL certification or equivalent work experience</li><li>Experience in the Finance product space, such as Digital Payment services or Bank operations</li><li>Ticket tracking via ServiceNow, Jira, Remedy, or similar tooling</li><li>Data analysis and visualization using Excel, Numbers, Tableau, or similar tooling</li><li>Splunk log query syntax and optimization</li><li>Knowledge of the software development lifecycle (SDLC) and its phases</li><li>Production support in both on-prem data center and cloud computing environments</li></ul> Desired Skills and ExperienceIncident Response, Finance, Digital Payment, ServiceNow, Jira, Remedy, Excel, Numbers, Tableau, Splunk, SDLC, ITIL Bayside Solutions, Inc. may collect your personal information during the position application process. Please reference Bayside Solutions, Inc.'s CCPA Privacy Policy at www.baysidesolutions.com.

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