As part of the PHC Incident Management team, you will own monitoring, alerting, and overall incident management with a focus on technical application of troubleshooting based on an end-to-end understanding of the customer journey through the Pizza Hut eComm platform.

Below are some high-level expectations in this role:

• Proactive monitoring, using tools such as Splunk, New Relic, Datadog, and others
• Troubleshooting and driving resolution of production incidents
• Facilitating and leading other teams when needed to resolve production issues
• Creating alerts, revamping, and handling alerts
• Managing Problem tickets and driving and facilitating other teams to resolution
• Raising awareness of incidents to managers
• Manage/lead executive-level incident communications
• On-call rotation

Minimum Requirements:

• Experience in large enterprise Support Operations Centers with a focus on trouble-shooting and trouble ticket management.
• Experience in Incident, Problem and Change Management teams for large enterprises
• Experience in interacting with a demanding customer-base and ensuring credibility is maintained through solid delivery against commitments
• Strong deductive reasoning skill set and ability to drive complex troubleshooting
• Ability to maintain a professional demeanor and attitude while being assertive
• Ability to multi-task and make sound judgments in a fast-paced, high stress environment
• Ability to interact with people/groups of widely varying disciplines and backgrounds
• Ability to react to a dynamic environment
• Ability to remain calm and objective in a high-pressure environment
• Follows process and procedures that ensure Incident Management and Problem Management related action items are tracked and completed
• Adheres to the Incident, Problem and Change Mgmt. processes, policies and procedures
• Excellent English communication skills, with the ability to effectively interface across cross-functional technology teams and the business

Preferred Requirements:

• ServiceNow experience
• Splunk
• Atlassian product (Jira, OpsGenie and Confluence) experience