Incident Response Manager - Infrastructure Engineering

Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok and Helo as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content. Why Join Us Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible. Together, we inspire creativity and enrich life - a mission we aim towards achieving every day. To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always. At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve. Join us. The Data Systems Infrastructure (DSI) team sits within the ByteDance global technology structure and supports the company's fast growth by building and operating hyper-scale datacenters, managing the life cycle of server fleet, providing cloud solutions, and developing various infrastructure services, making sure they are scalable and are reliable. In order to facilitate the hyper-growth of our TikTok Platform, we are launching 3 new datacenters in Europe that will be launched in 2023 and 2024 that will be located in Ireland and Norway The Incident Response Center (IRC) is the first layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conducting thorough investigation of alerts, classification and triage. The Incident Response Manager is responsible for delivering operations within the IROC across all ByteDance datacenter sites in the respective regions. IRC team is expected to respond to all alarms/alerts set in Server Automation Operations System (SAOS), Data Center Infrastructure Management (DCIM) to quickly discover anomalies and engage Subject Matter Expert (SME) teams to start issue triage. The IRC team provides business intelligence through rigorous analysis of alerts and issues which reduce and prevent recurring incidents . Responsibilities - Delivering global operations within the IROC (Incident Response Operation Center) ByteDance datacenter. - First responder and layer of defense responsible for quick detection and incident response using various monitoring and automation tools, conduct thorough investigation of alerts, classification and triage. - Respond to all infrastructure, facilities, security, and safety events notified via various means, such as alarms/alerts set in Server Operations and Maintenance, Datacenter Infrastructure Management, Network & Grafana, and other functions. - Respond to incidents and critical situations in a problem-solving manner, and conduct in-depth investigation of alerts. - Provide insights into the effectiveness of the incident response and recovery process through regular reports - Analyze trends and patterns in events to identify opportunities for improvement and optimization - Monitor the performance of incident response against the agreed-upon SLAs by alerting and notifying stakeholders - Escalation Management notifying or initiating discussions with higher-level support teams engaging in resolution processes - Identify, assess and communicate potential risks arising through event monitoring that could affect customer's service - Support program managers and facilitate project deliverables, improve overall operational security and engineering initiatives

Minimum Qualifications - 5+ years experience in service center, or similar 24x7 operations center environment. - Experience in a technology company or experience as a team lead, and experience in operation program management. - Strong knowledge of technical elements associated with systems such as Server Health, Datacenter Environment and IP Networks. - Outstanding verbal and written communication skills required, work with minimal direction, meeting goals, attention to details and an eye for continuous improvements. - Good data analytics and presentation skills. - Basic working knowledge of data protection policies such as GDPR and the need to keep sensitive information secure. - Willingness to be on call including weekends, nights, and holidays. Preferred Qualifications - 5+ years of experience as an incident and problem manager. - Works well under pressure and within time constraints to solve problems and complete deliverables. - Experience with Ticketing, Grafana, Servers and Data Center Systems. - Working knowledge and/or certifications in ITIL, CompTIA Server+, Schneider Electric Data Center Certified Associate (DCCA), Data Analytics and Visualization. - Knowledge of Cybersecurity, Lenel and Avigilon systems is a plus. ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.