Manager, Problem Management

Job Info


As a Manager for the Problem Management team, you will help manage and grow the problem management function at DraftKings. You will lead the team responsible for tracking production incidents, defining production incident mitigation strategies, reporting production incident trends to engineering leadership, and developing best practices for the engineering team to follow.

What you'll do as a Manager, Problem Management:

  • Continue to define the incident response process for DraftKings Engineering
  • Collaborate with leaders in the engineering organization to build scalable team processes
  • Manage the Daily Operational Tasks of the Problem Management team
  • Defining standards for common incident mitigation tools such as monitors, pagers and emergency email distributions
  • Develop and own the training of incident management processes to the greater engineering organization
  • Organize mock Incident response scenarios
  • Define and execute on KPIs for the Problem Management team
  • Provide career management and guidance to all members of the problem management team
  • Solving complex problems with information technology software and hardware
  • Maintaining incident logs and processing incident reports for review with upper management
  • Developing procedural runbooks for various Production Incident resolutions
  • Strong verbal and written communication skills
  • Being proactive and self motivated
  • Ability to translate high-level objectives into tactical tasks that can be executed upon
  • Able to support team members for career growth, and to provide necessary guidance

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