Senior Team Lead - Incident Management Team (Ops Commander)

About The Role

The Ops Commander Team is a unit within the Global Fix Experience (GFX) team, managing outages, initiating and assisting the Critical Service Issues team in handling crises, and detecting emerging issues impacting customers.

This 24x7 team is the bridge between Frontline Support, Engineering, and CommOps, by facilitating quick responses to support anomalies and outages, ensuring issues and their impact are clear to non-technical stakeholders, and monitoring the resolution of critical customer and support issues.

What You Will Do

• Proactively lead, motivate, and develop a high-performing team within a fast-paced and exciting environment to deliver on operational KPIs.
• Set up career development plans for your direct reports
• Be responsible for managing a team of 8-10 Outage and Critical Incident Analysts on site, while also being involved in the performance management of the rest of the Outage Team from different other locations
• Drive continuous process improvement to deliver a consistent world-class experience.
• Initiate and lead projects which are linked to the business goals & metrics and present the findings in front of Senior Management
• Be comfortable & Confident in taking on risks that are key to effective decision making and the growth of your team and line of business
• Effective negotiation skills for the purpose of group discussion, team meetings, Weekly and Monthly business reviews, in a professional manner
• Understand how to engage with those around you through collaboration, coaching and innovation, in situations of hierarchical control and without command and control
• Understand organisational culture - how to use to influence their team
• Build a strong team culture, focused on insights generation to improve domain, process, and overall business, strong ownership and focus on problem solving
• Ability to convert ambiguous business problems into digestible and practical solutions or projects
• Enable effective decision-making while understanding both positive and negative consequences, enhancing leadership and strategy
• Self-motivation: Building capabilities and awareness to consistently control distractions, pause, reflect and execute effective decision-making
• Stakeholder Management: Promoting adaptable and positive behaviours, building confidence to engage with peers and leaders at multiple levels within organisations.
• Day-to-day job activities of the team you will be leading include:
• Anomaly Monitoring
• Escalation Channel Monitoring
• Outage Crisis Management
• Insight Generation

Basic Qualifications

• Some experience in retail, hospitality, or customer service in-person or contact center environments
• For internal candidates: 1 year of informal leadership or SME experience
• For external candidates: 1 year of people management experience
• Experience with end-to-end project management and process improvement
• Proficiency in Google Suite
• Communication, punctual, problem-solving, coaching & development, empathy, operational excellence, stakeholder management
  
  

Preferred Qualifications

• Flexibility to work on shifts - early, late, weekend or holidays.
• 2 years of experience with the GFX team, demonstrating mastery of outage, KIP and bug support flows or
• 1.5 years of experience in Managing Teams, demonstrating strong leadership and performance management skills
• Strong stakeholder management skills with the ability to bridge engineering, frontline support, and non-technical teams during outages.
• Excellent communication, critical thinking, and data-driven decision-making abilities.
• Problem solving and good organizational skills, ownership mindset, and a can-do attitude.
• Ability to work well under pressure with meticulous attention to detail and adherence to complex processes.
• CommOps experience - working with CommOps CX and Support Organizations - VM/GCC/Content, understanding how CommOps works
• Technical understanding: strong understanding of Uber technical support processes, tools, and technologies, along with a good grasp of product and engineering workflows including Incident Management / Ring 0 (or equivalent ITIL Service Management Practices).
• Some experience in retail, hospitality, or customer service in-person or contact center environment
• Project management skills
• Proficiency in Google Suite
• Strong communication, problem-solving, coaching & development, emotional intelligence, operational excellence, and partner leadership skills
• Experience in end to end project management and process improvement
• Excellent written and verbal communication skills
• Excellent deck creation and presentation skills
• Strong social skills and ability to communicate and influence people at all levels across a broad variety of job functions
• Ability to work with remote teams and across time zones to develop strategies and cultivate a cohesive and creative work environment
• Excellent organizational skills to juggle many tasks without losing sight of the highest priority items. Ability to stay focused under pressure, prioritizing and balancing multiple projects simultaneously in a fast-paced environment
• Ability to understand sophisticated concepts and work across multiple functions and teams. Demonstrate initiative, persistence, ability to problem solve, and passion for learning new skills; Offer creative thinking and solutions
• Ownership and entrepreneurial mentality
• Bachelor's degree
• Experience in data reporting and analytics
• Technical skills: basic SQL query and/or coding experience, intermediate sheets
  
  

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$32.80 per hour. For San Francisco, CA-based roles: The base hourly rate amount for this role is USD$38.00 per hour. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits., For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD$32.80 per hour. For San Francisco, CA-based roles: The base hourly rate amount for this role is USD$38.00 per hour. For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits. More details can be found at the following link https://jobs.uber.com/en/benefits.