Incident Commander

How You’ll Make An Impact

The Software Engineering team delivers next-generation application enhancements and new products for a changing world. Working at the cutting edge, we design and develop software for platforms, peripherals, applications and diagnostics — all with the most advanced technologies, tools, software engineering methodologies and the collaboration of internal and external partners.

As a Principal Incident Commander, you will work with Site Reliability Engineers, Subject matter experts, other engineering teams, customer success and customer support to assist in detecting, triaging, and mitigating events that impact Boomi service availability. You will be responsible for minimizing the downtime of Boomi’s services to ensure the Boomi Enterprise Platform maintains 99.99% availability by delivering an excellent incident management program. When Boomi experiences issues, our team will respond within minutes to ensure customer impact is mitigated. This experience will expose you to the inner workings of Boomi’s systems and organizations. You will interact with and influence leaders from across the Boomi business and will drive broad cross-organization programs meant to iteratively improve Boomi-wide service availability. 

What You’ll Do

• Be an active member of an Agile team, collaboratively realizing features through the software development lifecycle.


• The primary function of a Principal Incident Commander is to direct SREs, Subject Matter Experts (SMEs) and other leaders to restore service as quickly as possible during Major Incidents while keeping accurate and timely data on the progress of such incidents and keeping senior leaders, stakeholders and end users updated.


• Build and evolve the practice of Incident Management across Boomi, developing processes and systems to leverage the related metrics to identify and drive process and procedural improvements globally.


• Responsible to escalate to responsible service teams, senior management and executive leaders to ensure appropriate awareness, engagement and focus


• Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)


• Leads and/or participates in Post Incident Review and Problem Management meetings with key stakeholders and service owners to review events and opportunities for ongoing improvement


• Documents pertinent information relating to Incidents that aids process improvement, identifies deviations and enables the creation of an Incident Knowledge Base


• Monitors and evaluates high-level service and infrastructure dashboards and takes action to address identified anomalies


• Collates and analyzes incident-based data for team metrics and KPIs


• Identifies opportunities and takes ownership for automation and/or continuous improvement of Incident Management process steps and best practices.

The Experience You Bring

• Passionate about SRE, DevOps, Automation and infrastructure platforms. 


• Bachelor’s degree or higher in Computer Science / Information Systems or a related field / work environment.


• Extensive experience with incident management in a cloud-based environment


• Confidence to drive and manage large conference calls.


• Have a broad and extensive knowledge of cloud infrastructure and related technologies - AWS/Azure, Storage, network, authentication, databases etc


• Strong leadership skills to direct service teams during major incidents that have the potential for significant business impact, remaining calm, professional and focused in high pressure situations


• Experienced user of a type of ticketing system (JIRA/JSM/ServiceNow or similar)


• Ability to multi-task in a fast-paced, ever-changing environment


• Experience in influencing internal/external teams within a diverse/large organization and skilled at building strong relationships, to deliver required & improved results


• Flexibility to work within a “Follow the Sun on-call” global shift rotation covering local day-time hours shared across all team members

Bonus Points If You Have

• 10+ years’ experience in the software engineering industry, with experience supporting large-scale SaaS and Cloud-based software solutions in production.


• Familiarity using AWS technologies such as CloudFormation, S3, ECS, EKS, and EC2.


• Strong leadership, project planning, communication, and execution skills


• Experience with distributed service-oriented architectures


• Represents Incident Management at relevant software team Roadmap planning and backlog reviews, influencing the prioritization of automation and tooling enhancement

Aren’t sure if you’re a match? We know that impostor syndrome and the confidence gap can prevent us from meeting spectacular candidates — so don’t hesitate to apply; you could be the perfect fit!

Location

Conshohocken, PA Hybrid

Compensation and Benefits 

Boomi is committed to fair and equitable compensation practices. Base compensation for this position in our corporate headquarters in Conshohocken, PA begins at $155,520. Final compensation will be determined by various factors including the candidate’s knowledge, skills, and experience.  An overview of our benefits can be found here.