Supervisor it incident management (cebu)Dexcom

Job Description:
About Dexcom
Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company's inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class-while empowering the community to take control of diabetes. Dexcom reported full-year 2020 revenue of $1.9B, a growth of 30% versus 2019. Headquartered in San Diego, California, with additional offices in the U.S., Europe, and Asia Pacific, the company employs over 6,000 people worldwide.
Summary:
We are looking for our first Supervisor to lead the IT Integrated Operations Center (IOC) staff. Dexcom's IOC will raise the bar for our company-wide technology operations. This person will help establish our team's operational cadences as well as be responsible for managing the IT services we bring to the company. This includes defining and implementing technology tools to observe the overall state of Dexcom's environment. This IOC supervisor will utilize a combination of metrics, KPI's, SLA's and processes to deliver Operational Excellence all the way to ensuring the IOC teams career journeys are growing and evolving as our company grows.
Functional Description:
The IOC Supervisor manages the day-to-day Integrated Operations Center (IOC) functions, to include scheduling and coordinating daily workload for IOC team. Reviewing and assigning work orders/trouble tickets and assisting in the workflow of the IOC team. This position is responsible for supervising employees of the Integrated Operations Center. Needs to be a good team player and excellent at customer service.
Essential Duties and Responsibilities:
Utilizes the Incident Management process by assessing the situation and making sound decisions to resolve incident(s)
Assist with post-incident reviews, including coordination and assembly of the initial draft for root cause analysis documentation that will be used for Problem Management
Assess and ensure that incidents/alerts reported by IOC, are assigned to the proper support team
Primary Incident Manager for all incident priorities (P1/P2/P3/P4). Responsible for confirming the proper incident priority, verifying the initial incident description information, initiating the service restoration, and gathering the correct support resources to restore the affected service
Collaborate with respective Support Team to ensure that all Priority1 and 2 incidents are being worked on in an orderly manner. Resolve High Severity Incidents within agreed Service Level
Responds to escalated incidents whilst on-call with the ability to report back on-site when required on mission-critical incidents.
Escalates incidents to higher tier of support, management, other IT resources, third parties and/or vendors, as needed.
Responsible for sending timely alerts and notifications regarding the status of an incident especially high severity issues.
Generate weekly and monthly reports in the absence of the Infrastructure Manager
Ensures all systems/equipment in-scope of IOC are closely monitored using Dexcom's monitoring tools
Participate in on-call support rotation during weekends and holidays
Facilitate hand-off of active activities to the next shift
Flexibility to adjust to changing requirements, priorities, and schedules
Able to work flexible hours to cover other members that might be on leave
Capable of handling multiple tasks simultaneously under pressure during critical incidents.
Performs other related tasks which may be assigned from time to time.
Ability to measure how quickly an organization can respond to unplanned breakdowns and repair them within the agreed MTTR
You get excited about us because you will:
Drive a growing IT function through service-oriented metrics and ITIL practices that balance end-user experience, operational excellence, performance efficiency, security, and future scalability
Mentor, help establish career paths and build-out skill sets for our IT team that balance both team and individual priorities and opportunities
Author and continuously improve Incident Response processes, Operations KPI's and metrics collection, metrics analysis, and logging analytics to improve overall IOC capabilities
Serve as an escalation point for IOC assigned areas of responsibility IT systems and staff
Focus on reducing technical debt within the Enterprise system through both operational rigor and consideration for future growth
We get excited about you because:
You find joy in identifying process-gaps and developing new processes where they do not exist today
You love to use IT metrics and data to guide process creation and improvement
You know that existing IT processes might not currently exist and always have a mindset of "I don't rely on the existence of processes; I want to lead the development of them wherever possible"
You prioritize excellent communication both within your team and outside of it, with the ability to breakdown complex IT topics to non-technical stakeholders
You get excited about mentoring and growing the technical and operational skillsets of your team as well as your peers around IT best-practices and ITIL processes/practices
You are both service and data-driven, with experience leveraging metrics and SLAs to drive IT processes
You love to get your hands in technology operations and help your team think creatively about hard complex problems and how data-driven process improvement will enable Dexcom's continuously growing business needs.
You have experience in implementing tools which enable the observability of technology systems
You have Linux as well as Open Source experience in tools which enable monitoring, logging, event analytics, event correlation, synthetic monitoring, application performance monitoring (APM), observability monitoring and management, etc.
Additional Position Requirements:
ITIL® Certification as Practitioner or higher (Preferred)
10+ years of IT operations experience, with at least 3 years of supervising an operations team or equivalent role.
Excellent customer service skills.
Exceptional written and oral communication skills. Must be able to document issues with a high level of accuracy and attention to detail.
Experience with SolarWinds, Oracle Enterprise Manager, Splunk, VictorOps, and various Cloud Monitoring toolsets desired (big plus)
Bachelor's degree in IT Management or Computer Science + Two years professional experience in IT Operations (Two years of equivalent professional experience will be considered in-lieu of each year of College or University)
Not too familiar with IOC?
That's okay - a lot of us weren't when we were in your shoes either. Here's what you need to know:
IOC stands for Integrated Operations Center, think of this in a similar way as a NOC or any other IT Operations Center. This IoC will key-in on IT processes, practices, system events, metrics collection/response, and predictive analysis to raise-the-bar in Operational Excellence, Performance Efficiency, Scale, and Security.
Our IoC will fulfill L1/L2 IT operations functions supporting an ever-evolving set of technology applications and systems both on-prem and in multiple cloud environments.
The IOC may also participate in IMT (Critical Incident Management) and CAR (Corrective Action and Resolution) as needed.
To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Dexcom

Cebu
Permanent
Full-time