• Dublin, Ireland
• Regular Employee Full-Time
• R-2024-IR-182
• Hybrid
  How you’ll make an impact:
  The Production Services Operations Team is made up of an agile group of 24x7 responders, prepared to handle Technical Incident Management and provide Operational Support for the entire Technology Org. The Senior Lead is responsible for monitoring, triage, incident management and technical support of the SiriusXM Consumer Brands in order to provide the best experience for the Customers and the business at large.
  What you’ll do:

Duties and Responsibilities:

• Responsible for guiding all problems through the incident management process:

o Problem Intake
o Triage and Investigation
o Internal Business Stakeholder communications
o Resolver Escalation
o Resolution Validation

o Problem Management

• Daily Technical Operations

o Software Deployments
o System Alarm Management
o Operational Record Keeping and Documentation Maintenance
o Collaboration with Subject Matter Experts across the Organization for Continuous Improvement Opportunities
What you’ll need:

Minimum Qualifications:

• Associate Degree, Technical School or military training in computer systems management and monitoring or related area of equivalent experience.
• 4 years of experience working in a 24x7x365 multi-shift environment where the main focus is monitoring and incident management.
• Practical hands-on experience with trouble ticket systems, network monitoring tools, and familiarity with incident management processes.
• Must possess the ability to take initiative and deliver through ambiguity.

Requirements and General Skills:

• Excellent interpersonal skills and ability to interact effectively with staff at all levels
• Excellent written and verbal communication and presentation skills
• Excellent organizational skills and attention to details
• Ability to work independently and on a team in a fast-paced environment
• Strong time management skills, with the ability to prioritize and multitask
• Must be available to work a flexible schedule including weekends, holidays, and overnight shifts
• Must have access to consumer devices to validate streaming services remotely

Technical Skills:

• Thorough knowledge of Slack, Zoom and Google Suite
• Working knowledge of ServiceNow and Atlassian Suite, including OpsGenie, is a plus
• Familiarization with streaming technologies
• Ability to generate technical operational documentation and standard operating procedures in support of incident management processes R-2024-IR-182

• Responsible for guiding all problems through the incident management process