About the opportunity:
Operational Assurance is a global 24/7 Team empowered for driving Change, Incident and Problem Management.
We are looking for an Incident Coordinator that can support our Mountain Time Zone Operation Hours (2PM - 10PM MT // 4PM - 12AM ET). The candidate should embrace leading and resolving complex technical problems, effectively communicate business impacting issues and triage status to executive leadership and stakeholder groups. In this role, you will be a critical member on the team leading all efforts related to Change Management, Incident Management, Problem Management and Technical/Process Improvements on core tools and services such as PagerDuty, Confluence and Jira.
This role will require the Incident Coordinator to work with culturally diverse international teams across 3 continents in order to succeed. Specifically, on the Change Management side, this role will act as a coach for senior leaders and executives in helping them fulfill the role of change sponsor. On the Incident Management side, the Incident Coordinator will identify and document process breakdowns that introduced or caused the impact, partner with internal and external teams on operational issues, dispatch on-call engineers and stakeholders to quickly resolve issues. For Problem Management you will facilitate communication and drive post-incident review activities.
The day to day:
Responsible for Change, Incident & Problem management processes
Manage daily change activities for the entire tech organization. Proactively identify and analyze risks associated with the changes and propose mitigation strategies.Complete change management assessments.
Identify, analyze and prepare risk mitigation tactics.
Identify and manage anticipated resistance.
Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.
Support and engage senior leaders
Support organizational design and definition of roles and responsibilities.
Coordinate efforts with other specialists.
Integrate change management activities into project plan
Evaluate and ensure user readiness
Track, report and mitigate against Service associated risks and issues
Define and measure success metrics (CSF / KPI / SLA / OLA) against core processes
Support change management at the organizational level
Ensuring that high priority incidents are resolved promptly and that the business impact of these incidents is minimized.
Documenting incidents and tracking them to resolution.
Identifying and categorizing incidents according to priority and severity.
Communicating incident status to stakeholders, including business leaders and customers, ensuring that communication is clear, timely, and accurate.
Maintaining incident management documentation, including incident reports, incident response procedures, and incident management metrics and reporting.
Drive change driven incident resolution
Track incidents and ensure process adherence
Provide escalation for Major Incidents
Collaborate with other teams to identify the root cause of incidents and actions needed to prevent recurrences of incidents.
Drive post-incident review activities.
Track all incident RCA's to resolution
Create, assign and track all problem tasks to resolution
Participate and/or lead training programs to ensure that the organization is equipped with the necessary knowledge in our standards and processes.
Coach all levels of staff on Change, Incident and Problem Management.
Administer, manage and mature organization tools such as PagerDuty, Confluence and Jira.
What you’ll bring to the role:
We are one team collectively focused on creating an unrivaled experience for our Customers and Contributors. Our principles represent the mindset of the employee who will thrive at Shutterstock. If you are passionate about what you do, and want to become part of a cutting-edge technology company building industry leading products, please apply.
You have a direct impact on the success of the company. Your team’s work matters and is essential to the evolution of our core business!
Executive leadership cares personally. They prioritize growth and planning your career path with your goals and passions in mind.
Flexibility to work between home and office with everything you need to be successful in both
A generous and competitive benefits package.
Shutterstock connects diverse artists and creative professionals around the globe with the agencies, brands and people who need their work and services. It’s a place where creators come to be inspired and discover new ways to produce their best work.
Shutterstock enables its employees to drive culture and tap into the world around them to develop the toolbox and solutions that help others share their world views. At Shutterstock, your ideas will be welcomed, your uniqueness will be celebrated, and you will be supported in presenting your view of the world as you experience it. We’re champions of resiliency; quickly learning from our shortcomings in our pursuit of continuous growth.
Diverse teams are critical to our success. We encourage people from different backgrounds to apply and we commit to creating and maintaining a culture where employees know they belong and have equal opportunities to succeed.
At Shutterstock, we are committed to providing competitive pay and benefits that are in line with industry standards. The compensation package offered may vary depending on employment experience, skills, and knowledge. You may also be eligible for our generous benefits package including health, wellness and financial benefits. Compensation ranges for candidates in locations outside of the location(s) below may differ based on the cost of labor, market, and additional factors.
The pay range for this position is below:
Note: Commission-eligible roles are expressed as on-target earnings (base and commission). Non-commission roles are expressed as base salary only but are also eligible for annual incentives.
We are one team collectively focused on creating an unrivaled experience for our Customers and Contributors. Our Values represent the mindset of the employee who will thrive at Shutterstock. If you are passionate about what you do, and want to become part of a cutting-edge technology company building industry leading products, please apply.
The referenced salary range is based on the Company’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.