Integrated Operations Center Manager
Leading a team that will analyze, triage, resolve, and escalate production/security issues as the first point of contact for the Clear platform and its partners.
Reviewing and improving incident triage and escalation policies and procedures.
Communicating with internal business teams to ensure a high level of service availability is maintained for our platform.
Partnering with the Site Reliability Engineering team to improve the effectiveness of our monitoring and alerting platform.
Ensuring that external and internal SLAs are met.
Prioritizing incident,security and site operations project backlogs.
Working cross-functionally with Infrastructure, Security and Engineering teams on long term projects.
Working with Engineering, Site Reliability Engineering, Security Engineering,and Infrastructure Engineers in generating new runbook procedures.
Coordinating day to day operations of a 24x7 team including team handoffs, scheduling, vacation, and sick-day coverage.
Mentoring the career and technical growth of IOC team members.