Technical Incident Manager

at  Dalux

Are you known for your ability to drive processes needed to prevent future incidents? If so, this is your chance to become our first Technical Incident Manager in our scale-up environment.

As our first Technical Incident Manager in Operations at Dalux, you will play a critical role in ensuring the efficient and effective resolution of major incidents relating to the Dalux products (Build and FM) running in AWS. You will primarily have a facilitating role during and after a major incident, which includes being responsible for coordinating and leading the incident response process and post-mortems, as well as own the incident mangement process.
You will, in collaboration and alignment with other internal parties, set the direction for the future goals within incident management. Be aware that we are aming for hiring more Incident Managers. The Technical Incident Manager will have a more technical approach and therefore be part of the Operations team in Development. Besides this role, we are also looking for an Incident Manager that will be part of the Customer Support team with a more Commercial approach. Both roles will otherwise remian the same and you will collarborate a lot.
In addition, it means that you must thrive with the fact that your responsibilities will grow and change during the journey. This includes accepting that core hours will be 37,5 hours and gradually extend to being available and paid for being on call 24/7 in the future.

Responsibilities:

• Major Incident Coordination:

Lead and facilitate incident response meetings and internally act as the central point of contact for all major incidents.

• Major Incident Response:

Further develop and maintain the incident management process in Dalux

• Communication and Reporting:

Communicate to all relevant stakeholders internally during and after an incident and ensure extensive RCA.

• Continuous Improvement:

Drive post-incident reviews with a focus on continuous improvements, as well as follow-up on preventive actions.

• Collaboration:

Strong collaboration with development teams, customer support, and product management, focusing on clear communication and transparency.