System Event Manager

About the Role:

Wing is looking for a System Event Manager to join our System Event Management team. This role is a remote based role in the United States.

This role is part of the System Event Management organization. This role is a centralized function that supports all of Wing’s engineering and operations teams. This position seeks highly-motivated individuals who enjoy working in fast-paced, collaborative environments troubleshooting critical, emerging incidents. The successful candidates are able to utilize technical system understanding to coordinate rapid response activities by operations and engineering personnel while communicating with various stakeholders and executives to provide information that is A.A.R.T: Accurate, Actionable, Relevant, and Timely.

What You’ll Do: 

• Lead during cross-functional incidents - orchestrating response efforts, making decisive real-time decisions, and coordinating all necessary stakeholders to safely and efficiently resolve issues
• Manage first level investigation and triage of reported issues in order to determine the impacted systems and coordinate appropriate stakeholders to mitigate any effects
• Thoroughly and carefully document all response actions taken as well as basis for resolution via incident management tooling systems 
• Document details, outcomes, and lessons learned from incidents  and support documentation of standard solutions per engineering instruction for internal teams
• Recommend procedural improvements and features based on lessons learned from system events
• Assist in creating incident management policies, procedures, and other documentation 
• Assist in establishing tooling requirements for incident management   
• Assist in creating and delivering training materials for incident management processes to internal teams 
• Support tracking and close out of incident  investigations and reports
• Travel between Wing sites as needed 

What You’ll Need: 

• 3 - 6+ years of direct experience managing incidents, having served as an Incident Commander or lead responder for high-severity, cross-functional incidents within a complex operational environment.
• Bachelor's degree in a directly related field or equivalent practical experience
• Confident and sound decision-making abilities with strong and creative problem-solving skills
• Ability to monitor and take in multiple information streams while working in real-time, high-pressure environments
• Ability to communicate thoroughly, clearly, and concisely in these high-pressure environments.
• Providing accurate and concise updates to a wide audience of critical stakeholders
• Coordinating with technical, non-technical, operations, and regulatory affairs personnel
• Providing direction to engineering and operations personnel in fast-paced, high-stakes environments
• Ability to communicate with technical and non-technical stakeholders
• Ability to adjust to a changing environment, manage competing and rapidly shifting priorities and deadlines with a strong attention to detail
• Experience with program management, operations process development and emergency or incident response

Physical Requirements:

• *Ability and willingness to work a [5 or 7] day rotating shift schedule, which may include nights, weekends, and holidays