Senior Incident Manager

Hivebrite is an all-in-one community management and engagement platform - Our mission is to provide organizations with the tools they need to create vibrant communities.

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than than 500 customers worldwide - including Princeton University, Stanford University, Columbia Business Schools but also WWF or P&G alumni.

We employ more than 100 people across our offices in Paris, New York, and Sydney, and 30 nationalities are represented in our team!

In 2020, we were awarded five Great Place to Work labels, were recognized as a G2 High Performer, and won the International Prize by EY, SYNTEC Numerique, and TECH IN France.

And we have no intention of slowing down!

Job Description

Hivebrite is an all-in-one community management and engagement platform. Our mission is to provide organizations with the tools they need to create impactful communities. 

Our SaaS platform serves customers across a variety of industries including higher education, non-profit, and corporate. Founded in 2015, today we count more than 900 customers worldwide - including Boeing, the Obama Foundation, the National Academy of Sciences, the University of Notre Dame, the U.S. Naval Academy, the British Heart Foundation, the Imperial College London, the P&G Alumni France, and Le Wagon Alumni. 

We employ over 170 people across our entities in Paris, New York, the UK, and Sydney, and 30+ nationalities are represented in our team!

At Hivebrite, we believe in the importance of balancing your work commitments and personal life. You’re able to have a real impact on meaningful communities while prioritizing your personal life and goals. Our work policy encourages a healthy work-life harmony with a flexible schedule.

We also have many initiatives to keep our global team connected, offering opportunities to meet and socialize with team members virtually and in-person!

For these reasons, we were awarded Best Hybrid Place to Work by BuiltIn in the US and Choose My Company and HappyIndex at Work in France last year!

Jump aboard, and join the hive!

• As Incident Manager, you will be responsible for ensuring the smooth operation of our production environment
• You will also provide top-tier support to ensure a reliable platform for our customers
• Together with engineers and the customer support team, you will detect, analyse and ensure smooth resolution of production issues
• You will bring improvement to reduce the number of incidents and their impact
• Act as level 1 of support of alerts and monitors
• Work closely with the technical & product teams (SRE, development, QA) to ensure smooth deployments, releases and address any environment anomalies.
• Monitor and analyze system performance to influence Product roadmap and thus enhance reliability and efficiency.
• Ensure maintenance of detailed documentation for processes, incident responses, and troubleshooting guides.
• Lead the incident response process, coordinating with cross-functional teams to resolve critical issues promptly.
• Own post-incident analysis (post mortems), ensuring comprehensive documentation and communication of learnings to relevant stakeholders for continuous improvement.
• Prioritize and dispatch production support activities across teams to provide advanced support for production issues, including root cause analysis and resolution.
• Suggest proposals to automate and streamline support tasks and reduce manual intervention.
• Work together with Delivery & Engineering leadership to ensure reliability, monitoring and tooling improvements.
• Promote and improve production-centric practices within the Product and Engineering department.
• +5 years in a production support role, with at least 2 years in a senior or lead position.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration skills.
• Highly organized and detail-oriented.
• Proficiency with monitoring tools like Datadog, Sentry and security tools like Wiz (or similar).
• Proven experience with Kubernetes and container orchestration.
• Good knowledge of cloud computing concepts (GCP).
• Basic knowledge with infrastructure automation tools like Terraform.
• Meet Ruben, our Tech Recruiter, for a first video-call to better understand your career plan and answer any of your questions (45 mins).
• Meet with 2 engineers for an investigation use case and assess your Cloud knowledge as well as your proficiency with monitoring tools (1h)
• Meet with Emeline (Head of Delivery) and Simon (Senior Technical Program Manager) to talk about the way you handle incidents and how you coordinate teams in order to resolve issues (1h30)
• Meet Sergiu, our VP of Engineering to talk about your long term involvement with Hivebrite and what we can bring to each other (60min)

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