Senior Incident Commander

SailPoint is the leader in identity security for the cloud enterprise. Our identity security solutions secure and enable thousands of companies worldwide, giving our customers unmatched visibility into the entirety of their digital workforce, ensuring workers have the right access to do their job – no more, no less. 

Built on a foundation of AI and ML, our Identity Security Cloud Platform, Atlas delivers the right level of access to the right identities and resources at the right time—matching the scale, velocity, and changing needs of today’s cloud-oriented, modern enterprise. 

The Senior Incident Commander will be a key player on the Infrastructure and Platform Services team servicing the Identity Security Cloud platform. You will proactively work with Engineering, Product, Services, and other functional departments to implement and operate our global customer-facing SaaS infrastructure. The ideal candidate will be a self-starter who enjoys a fast-paced job, thrives on problem solving, and is committed to delivering seamless product availability to large enterprises around the world. 

Responsibilities: 

• Must be willing to be part of an on-call rotation

• Automate deployment, monitoring, management and incident response 

• Develop and improve operational practices and procedures 

• Lead resolution of critical incidents in a timely manner, using effective communication and problem-solving skills to minimize impact and risk.

• Develop and maintain incident response plans, including communication plans, escalation procedures, and crisis management protocols.

• Work closely with Engineering, Product and Customer facing leaders & teams to facilitate an Incident and Problem Management program.

• Participate in team on-call rotation to run point as an Incident Commander for any incident that arises during your shift.

• Oversee blameless post-mortem analysis of incidents, capturing actions items to prevent future issues.

• Review incident trends and analyze patterns for review by senior engineering leadership.

• Produce and conduct training exercises for engineering teams to learn incident management protocols.

Background & Experience: 

• 5+ years experience in 24x7 production operations, preferably supporting a highly available environment for a SaaS or cloud service provider 

• 3 to 5 years experience leading incident response efforts

• Experience with ticketing systems like Jira, Remedy, or ServiceNow

• Experience with cloud infrastructure environments, preferably AWS 

• Experience with containerization technology, preferably Docker 

• Experience leading RCA (Root Cause Analysis) / Post Mortems

• Experience with Java applications and related J2EE technology stack 

• Release automation (Jenkins, etc), system administration, system configuration, and system debugging experience 

• Experience working with tools like Grafana, Splunk, Prometheus, and Confluence

• Experience using scripting languages (Ruby, Python, etc), configuration management tools (Chef, Puppet, etc) and command execution frameworks 

• Strong understanding of system and networking concepts and troubleshooting techniques 

• Strong interpersonal and teaming skills - ability to set and enforce process and influence engineers who are not direct reports. 

• Ability to operate in an agile, entrepreneurial start-up environment. 

• Great communication skills – C1 or better English fluency 

Education: 

• Bachelor's degree in Computer Science or other technical discipline, or equivalent experience, preferred not required

SailPoint is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.