The DIRECTV Data Analytics and Operations team is seeking a curious, talented and highly motivated Incident and Problem Manager to drive the efficiency and effectiveness of our incident response and problem resolution processes across our multi-cloud environment, including Snowflake, Databricks, and AWS.
The ideal candidate will have a strong background in ITIL-based incident and problem management, with experience in coordinating with managed service vendors, platform teams, and business stakeholders to minimize disruptions and improve system reliability.
In this role, you will be responsible for overseeing critical incidents, root cause analysis, and continuous process improvements while ensuring adherence to SLAs and driving operational excellence. You will work closely with engineering, DevOps, cybersecurity, and business teams to enhance incident resolution capabilities and proactively reduce recurring issues.
This is a unique opportunity to join a fast-paced, innovative team that tackles real-world challenges and drives tangible business value through data operations excellence.
Key Responsibilities
1. Incident Management (30%)
- Serve as the primary escalation point for high-priority incidents, ensuring timely resolution and clear stakeholder communication.
- Lead incident bridge calls, engaging Tier 1 managed service vendors and internal teams (Snowflake, Databricks, AWS) to expedite issue resolution.
- Ensure comprehensive incident documentation, including timelines, actions taken, and resolution outcomes for future analysis.
2. Problem Management (25%)
- Conduct Root Cause Analysis (RCA) for recurring or critical incidents, collaborating with platform teams to implement preventive measures.
- Maintain and manage a problem log, tracking trends, documenting resolutions, and ensuring accountability for follow-up actions.
3. Collaboration and Coordination (20%)
- Work closely with managed services vendors, platform engineers, and leadership teams to align on incident and problem resolution strategies.
- Regularly engage stakeholders to review incident trends, performance metrics, and service improvements to optimize operational processes.
4. Process Improvement and Governance (15%)
- Establish and refine incident and problem management workflows, ensuring alignment with ITIL best practices.
- Continuously review and update runbooks, escalation matrices, and SOPs to enhance response efficiency and reduce manual intervention.
5. Reporting and Metrics (10%)
- Generate and present incident and problem management reports, tracking key metrics such as MTTR, SLA adherence, and incident recurrence rates.
- Provide executive-level updates on major incidents and identified areas for improvement.
Experience
- 5+ years of experience in incident and problem management within enterprise IT environments.
- 5+ years of experience managing multi-cloud environments (Snowflake, Databricks, AWS) with hands-on troubleshooting and escalation handling.
- 5+ years of experience working with ITIL frameworks, including RCA methodologies and IT service management tools like ServiceNow or JIRA.
- 5+ years of experience in vendor and SLA management, ensuring compliance with contractual obligations.
- Strong analytical skills to identify incident trends and drive proactive improvements.
Preferred Certifications
- ITIL 4 Foundation
- ITIL 4 Managing Professional
- AWS Certified Cloud Practitioner or AWS Solutions Architect – Associate
- Snowflake SnowPro Core or Databricks Certified Associate Developer
- Lean Six Sigma Green Belt
Education
- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred (Master’s degree a plus).
May require a background check due to job duties requiring routine access to DIRECTV and DIRECTV customer’s proprietary data. Qualified applicants with arrest and conviction will be considered for employment in accordance with local ordinances and state law.
This is a remote position that can be located anywhere in the United States, with preference for Los Angeles, Dallas, or Atlanta. #LI-Remote
A career with us comes with big rewards:
DIRECTV's compensation structure is designed to be market-competitive and fully supports efforts to attract and retain employees. It is the company's policy to offer pay that is competitive with other employers in the local market. Our salary ranges are determined by role, level, and location.
The Base Salary range displayed below reflects the minimum and maximum target salary for each of DIRECTV's 4 (four) US Labor Market Zones. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
DIRECTV WAGE ZONES: $116,375 - $211,255
Low (N1): $116,375 - $174,515
Mid (N2): $122,500 - $183,700
High (N3): $134,750 - $202,070
Top (N4): $140,875 - $211,255
Click HERE to review information on some of the largest Designated Market Areas (DMAs). Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the salary ranges reflect base salary only and do not include bonus or benefits - when you consider all of these together, it represents a pretty impressive total compensation package.
Apply today!
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