Job Description:

At GFiber, we believe in the power of great internet that lets people do more, helps communities get stronger and makes amazing things possible. We're not just growing to build better internet experiences, we're also building a welcoming place where people who want to make a difference can grow their careers. GFiber is an Alphabet company that brings Google Fiber and Google Fiber Webpass internet services to homes and businesses across the United States. Our growing, inclusive team is expanding as we connect more cities and people.

The Incident Manager is responsible for overseeing the incident management process and leading the team in resolving service disruptions as quickly and efficiently as possible. This includes investigating and diagnosing the cause of incidents, prioritizing incidents based on their impact on the business, and coordinating with the appropriate teams to restore service. The Incident Manager also plays a key role in identifying and implementing preventive measures to reduce the frequency and severity of incidents.

Responsibilities:

• Lead the end to end remediation of all high severity events (critical escalation paths, compliance with on-call duties, vendor rolodex, augmentation of existing support models from vendors, and post mortem management).
• Lead the emergency management program and operate as a Single Threaded Owner during incidents when the emergency protocol is activated.
• Lead the identification, triage, and resolution of all "chronic/repetitive" network issues.
• Respond to all reported incidents and initiate the incident management process and prioritize incidents based on their impact on the business and customer satisfaction.
• Coordinate with the appropriate teams to restore service as quickly as possible while developing and implementing incident resolution plans.
• Communicate with stakeholders throughout the incident lifecycle, keeping them updated on the status of the incident and any impact on business operations.
• Identify and implement preventive measures to reduce the frequency and severity of incidents.

Minimum Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Engineering, a related field, and/or equivalent practical experience.
• 7 years of experience in IT incident management.
• Demonstrated understanding of IT systems and processes.
• Experience with incident management software.

Preferred Qualifications:

• Extensive technical knowledge of networking technologies (MPLS, ISIS, BGP, and DHCP).
• Distinctive problem-solving and analytical skills, combined with an ability to solve complex challenges swiftly and effectively.
• Experience within a broad range of production infrastructure is highly preferred.
• ITIL Certified.
• Excellent problem-solving and analytical skills.
• Ability to work under pressure and meet tight deadlines.
• Excellent communication and interpersonal skills.

The US base salary range for this full-time position is between $139K - $203K bonus equity benefits. As pay varies by location, your recruiter will share more about the specific salary range for your targeted location during the hiring process.