[Hiring] Senior Engineering Operations Manager (Incident Management) @Okta

The Engineering Operations Team

Okta’s Customer Identity Cloud (CIC), powered by Auth0 technology, is an 

easy-to-implement authentication and authorization platform designed by developers for developers.  We make access to applications safe, secure, and seamless for the more than 100 million daily logins around the world.  Within CIC, Engineering Operations drives strategic alignment, operating efficiencies, and key partnerships for organizational effectiveness.  In this high-impact role, you will have an opportunity to lead, manage, and shape our Incident Management best practices and processes.The Senior Engineering Operations Manager, Incident Management Opportunity

Reporting to the CIC Incident Management Practice Owner, this role will be responsible for defining and refining business processes while utilizing your robust understanding of incident management to guide improvements across our technology infrastructure. This role combines in-depth trend analysis with strategic process enhancement, emphasizing the application of incident management knowledge to drive organizational changes and achieve higher operational efficiency. 

What you’ll be doing 

• Assist with the evaluation and re-engineering of business processes with focus on integrating lessons learned from incident management
• Analyze historical incident data to identify patterns and predict future challenges, thereby informing process adjustments
• Develop and maintain advanced Tableau dashboards that track and visualize incidents and process efficiencies
• Collaborate with engineering and operational teams to implement process improvements that enhance incident response capabilities and reduce recurrence
• Utilize Jira and JQL to manage process improvement projects, ensuring alignment with incident management strategies
• Facilitate training sessions to increase awareness and understanding of revised processes among staff
• Provide strategic recommendations to senior management based on data-driven insights from both process metrics and incident trends

What you’ll bring to the role

• U.S. person Status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee)*
• 7+ years of experience in process analysis or a related field, with a strong focus on incident management
• Proficient in designing and refining processes informed by incident trends and data analysis
• Expertise in using Tableau for creating detailed analytical dashboards
• Advanced knowledge of Jira and JQL for effective project and incident tracking
• Excellent analytical skills with the ability to perform complex data analysis related to incident and process metrics
• Strong communication and leadership skills, capable of driving process change within the organization

And extra credit if you have experience in any of the following! 

• Bachelor’s degree in Business Administration, Information Systems, or a related field or work equivalent
• Certifications in ITIL, Lean Six Sigma, or Tableau
• Proven track record of improving processes based on incident management findings

*This position requires access to controlled unclassified information or other sensitive government data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee upon hire.

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