Responsibilities
Founded in 2012, ByteDance's mission is to inspire creativity and enrich life. With a suite of more than a dozen products, including TikTok and Helo as well as platforms specific to the China market, including Toutiao, Douyin, and Xigua, ByteDance has made it easier and more fun for people to connect with, consume, and create content.
Why Join Us
Creation is the core of ByteDance's purpose. Our products are built to help imaginations thrive. This is doubly true of the teams that make our innovations possible.
Together, we inspire creativity and enrich life - a mission we aim towards achieving every day.
To us, every challenge, no matter how ambiguous, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At ByteDance, we create together and grow together. That's how we drive impact - for ourselves, our company, and the users we serve.
Join us.
We seek an IT Incident Manager role to join our Technical Service Management Team. This person will function as an incident commander, leveraging communication bridges to manage major incidents, change management, and IT disaster recovery plans.
Team Introduction:
The Technical Service Management team partners with all service owners in the IT organization, integrating the services into the IT technical service management system (including but not limited to processes, tools, quality assurance, etc.) so that they meet or follow the well-established IT global service baseline. The team supports service owners to improve their service quality through comprehensive business and data analysis.
Job Description
- As a core member of the global operations partner team, work with regional service teams to ensure successful achievement of service baselines, including meeting or exceeding SLA/OLA respectively.
- Partner with service owners to spearhead service onboarding, define the support model, and enhance service quality for the end users.
- Contribute to the IT service catalog by defining all IT services, service owners, service associations, and corresponding SLA requirements.
- Act as the intermediary for knowledge management within IT (Level 1 to Level 3), including identifying, and documenting knowledge material in support of the organization's shift left strategy.
- Promote global standardization as an ambassador in pursuit of consistent end-user experience, and highly efficient IT operational excellence, across the globe.
- Analyze and address pain points in the team's workflow and collaboration.
- Encourage the use of best practices and methodologies to create high-quality output.
- Continual Service Improvement: collaborate with other IT technical teams to identify areas for enhancement, and implement strategies to optimize service delivery.
Responsibilities:
- Initiate and manage the conference calls to drive major incident resolution as quickly as possible.
- Provide updates to IT leadership and customers about IT major incidents and ongoing actions.
- Drive relevant IT technical teams to provide solutions, root causes and preventive actions to ensure all major incidents are handled and resolved within the prescribed SLA.
- Lead post-mortem investigations after each major incident with technical teams to identify root cause, preventive actions, and improvement tasks.
- Analyze major incident data and report key performance indicators of major incident handling. Drive the continuous improvement of major incident processes to ensure the efficiency and quality of process execution.
- Own the change management process; design the process, workflow, and tools.
- Organize the regular IT CAB meeting to review all of the high-risk changes. Ensure all changes are documented, approved, and monitored appropriately following change management processes and standards.
- Responsible for IT disaster recovery plan management and driving technical teams to build up the mechanism according to IT technical architecture. Regularly organize disaster recovery drills.
- Provide IT support for enterprise crisis events as an IT interface person.
Qualifications
Minimum Qualifications
- Bachelor's degree (major in information technology, computer, and related fields), 5+ years of experience in IT domain, and at least 3 years of experience working in IT service management.
- Knowledge of IT service management including ITIL and COBIT, and practical experience in process design such as incident/change/problem management.
- Strong communication and documentation skills, proactive, and independent. Able to communicate efficiently, convincingly, and appropriately in all scenarios. This extends to managerial skills and the ability to collaborate with team members.
- Familiarity with IT infrastructure, including networks and storage, enabling efficient coordination of technical teams, and enhancing IT disaster recovery planning mechanisms.
- Proficient in performance metrics methodologies, and strong problem-solving and time management skills in fast-paced environments.
Preferred Qualifications:
- Crisis Management experience
- ITIL-related certification
- Intercultural work culture, understanding global team collaboration
- Ability to simultaneously manage high-priority incidents
- Hands-on experience in IT Service Management Operations
- Proven ability to efficiently coordinate cross-team activities involving both internal and external collaborators.
- Leadership skills and action-oriented, clear understanding of and ability to articulate incident urgency. Proficient problem-solving skills with the ability to influence and motivate others.
- Data visualization software experience (Tableau and PowerBI)
ByteDance is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At ByteDance, our mission is to inspire creativity and enrich life. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
ByteDance Inc. is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://shorturl.at/cdpT2
Job Information:
【For Pay Transparency】Compensation Description (annually)
The base salary range for this position in the selected city is $130844 - $230533 annually.
Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.
Our Company Benefits Are Designed To Convey Company Culture And Values, To Create An Efficient And Inspiring Work Environment, And To Support Our Employees To Give Their Best In Both Work And Life. We Offer The Following Benefits To Eligible Employees:
We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care.
Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.