Senior Incident Manager

at  Braze

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.
We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.
To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

Braze is at an inflection point in our maturity, where a key focus of our work is on Scalability, Observability, and Reusability. Reporting to our Head of Incident Management, you’ll focus on major incident management, process management, program management, and release management. The Technology Operations Team is focused on ensuring that Braze is operating as a technology-first business, with process, policy, and support in place to manage growth and scale. You’ll be ensuring that programs and processes that span or are required by multiple engineering departments are standardized, followed, and improved over time.

• Creating, communicating, and executing the incident response strategy and actions for individual incidents (spanning Security, IT, DevOps, and Product Engineering)
• Incident Commanding - driving resolution of incidents by closely partnering and collaborating with Engineering, Technical Support, and Customer Success
• Lead and contribute projects to improve tools and processes related to manageability, observability, resiliency
• Manage incident-related training, including cross-training of our SREs, DevOps, and Application Engineers
• Overseeing the incident management process and team members involved in resolving the incident
• Prioritizing incidents according to their urgency and influence on the business
• Contribute to our blameless post-mortem process, driving prioritization of action items related to site reliability and resiliency
• Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
• Leads the weekly release process as part of a release management team
• Escalate and manages release related issues through to resolution