Incident-Driven Production Operations Lead

Beyondsoft; Plano (TX); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

PTO

Paid holidays

401(k) with company match

Medical, dental, vision insurance

Employee assistance program

Job summary

Beyondsoft seeks an experienced leader to oversee production incident management for high-visibility web sites and consumer apps from Plano, TX. You will guide a distributed service desk, manage escalations, and drive process improvements to ensure rapid, reliable incident resolution.

Requirements include a BA/BS (Masters preferred) and 8+ years in incident management with strong communication skills and budget experience.

Qualifications

• BA/BS or equivalent; master's preferred.
• 8+ years related incident management experience.
• Leadership experience delivering high quality support platforms.
• Effective interpersonal and communication skills.
• Ability to work independently and in a team, under pressure.

Responsibilities

• Support daily production operations for client websites.
• Manage escalations with internal and external teams.
• Hire and manage a distributed service desk team.
• Prioritize issues and communicate progress to stakeholders.
• Resolve incidents individually or with the team.
• Ensure timely incident recording and status updates for management.
• Assist with support documentation and SOPs.
• Provide on-call support on a rotating 24x7 schedule.
• Collaborate with colleagues and customers across teams.
• Perform additional duties as assigned.

Skills

Incident management

Team leadership

Budget management

Customer communication

Problem solving

Unix/Linux

AWS

Azure

ITIL

Education

BA/BS or equivalent

Master’s degree preferred

Tools

ServiceNow

Peregrine

Ticketing systems

Job description

Beyondsoft seeks an experienced leader to oversee production incident management for high-visibility web sites and consumer apps from Plano, TX. You will guide a distributed service desk, manage escalations, and drive process improvements to ensure rapid, reliable incident resolution.

Requirements include a BA/BS (Masters preferred) and 8+ years in incident management with strong communication skills and budget experience.