Sr. CS Incident Response EngineerDublin, Ireland Requisition Number R0039345 Subsidiary eBay
- Proactive monitoring of GCX (Customer Experience) tools & Site- Monitoring, Proactively identifying incidents, drive proactive monitoring & alerting with engineering teams
- Take actions on Applications & Infrastructure with Critical Alerts
- Handle critical issues that come into the Command Center including hands on troubleshooting
- Work with global Product Development Teams and Site Operations to resolve P1 issues
- Communication of high impact / mission critical issues to Teammate & Executive Communications
- Very technical, great troubleshooting skills, ability to keep calm in pressured interactions
- Keep up-to-date on Architecture and application engineering to support effectively
- Drive DR & BCP scenarios end to end
- Represent and be the 'voice' of GCX on IT SEV major incidents and P1 crisis calls
- Perform Turnovers to next shift to ensure continuity
- Drive quick restore on bridge engaging technical teams
- Drive postmortems & After Action Reviews for Incidents
- Drive Ops KPIs
- Contribute to playbooks, drive enforcement
- Follow Up on RCA/Restore Actions/Actions to Prevent as Needed
- Weekly Incident Report, Monthly Incident Report
- Coordinate the activities of and provides leadership to others, particularly Command Center staff, Site Reliability Engineering, and Release Management as well as cross functional teams.
- Understand the impact various systems have on the business.
- Provides guidance to others around impact.
- Stay on top of emerging technologies in the industry and provides an opportunity assessment for internal deployments.
- Flexibility to work on the weekend
- Proven background, experience & education in software and systems
- Hands on experience with Customer Service Technology as well learning agility towards complex of the eBay CS application stack & infrastructure.
- Organized and detailed mind that is as capable of considering the big picture as it is delving into the gritty specifics that define day-to-day troubleshooting.
- Unafraid to take the lead; who understands the importance of process as a means for defining good business practices, rather than as an excuse to avoid ownership and responsibility.
- Confidence in his/her abilities; and who can immediately step into a leadership role, demand the respect of an experienced staff.
- Advanced understanding of technical concepts required for specialized field.
- Advanced in multiple systems technologies in use at eBay for Customer service and exhibit leadership in at least one area of expertise.
- Ability to gain familiarity with all domain technologies to handle any routine task or issue that may occur in day-to-day activities.
- Learn eBay processes and interactions required to provision and support systems for Global Customer Experience.
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