[Hiring] Senior Software Engineer @Docusign

Role Description

The Senior Incident Commander is part of the SRE Incident Response team at Docusign. The role is around leading and facilitating incidents and incident management processes around our products and security.

• Strategic project management
• Effective communication with stakeholders including executive leadership
• Handling challenging incidents independently
• Developing Docusign’s overall service excellence practice by creating:
  • Standard operating procedures
  • Training material
  • Operationalizing action items
  • Providing valuable metrics for improvement
• Daily incident management support across various Docusign infrastructures globally
• Facilitating resolution for all major incidents
• Handling communications via bridge calls and emails
• On-call responsibilities outside business hours and weekends
• Daily reporting, ticket administration, and general production assurance duties
• Self-motivated and responsible, with the ability to prioritize under heavy workloads
• Adherence to established procedures and detailed documentation of incidents and resolution steps

Qualifications

• 8+ years of experience in Incident Management, including leadership of major incidents and high-severity situations
• Experience in operating and implementing Incident Management tools
• Experience with monitoring platforms and applications like Prometheus, Grafana, Azure Data Explorer, Incident.io
• Experience with cloud and on-premise system architecture and design
• Experience with troubleshooting techniques and problem-solving in a 24x7x365 environment

Requirements

• Be Customer First - analyze incidents from customers' perspective and drive through all phases to mitigation
• Leadership during incident calls, confidently driving towards resolution while communicating progress effectively to all stakeholders
• Strong cross-functional collaboration, coordinating with multiple internal teams to establish containment and remediation strategies
• Ability to lead incident calls confidently and independently to a successful resolution
• Ability to understand and work within complex, large enterprise business environments
• Process improvement experience, including conducting process analysis, identifying inefficiencies, and implementing recommended solutions
• Experience managing complex security and privacy investigations
• Excellent oral and written communication skills, with the ability to tailor messages for technical and non-technical audiences
• Ability to work well interpersonally across various levels and disciplines, as well as influence and manage without direct authority
• Skilled in understanding infrastructure dependencies and system integrations to perform troubleshooting in public/private cloud environments
• Applied mitigation experience with microservices architecture, CI/CD pipelines, network architecture, data storage solutions, and virtualization across hybrid environments

Benefits

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events