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Incident Manager

Vic.ai

Europe
  • Job Type: Full-Time
  • Function: Operations
  • Industry: Enterprise
  • Post Date: 05/11/2022
  • Website: vic.ai
  • Company Address: 228 Park Avenue S, New York, NY, 10003

About Vic.ai

Vic.ai is an AI pioneer building autonomy and intelligence to digitally transform accounting and finance to improve productivity, decision-making, and ROI.

Job Description

We are a rapidly growing US based global start-up with roots from Norway. We develop artificial intelligence (AI) that simplifies the world of accounting. Our platform for accounting firms and enterprise finance departments automates multiple finance functions, helping accounts payable (AP) teams become more efficient and reduce errors on routine tasks such as invoice processing, approval workflows, and electronic payment processing.
We were founded by three Norwegian entrepreneurs and are backed by renowned Silicon Valley investors including Costanoa Ventures, Cowboy Ventures and GGV Capital.
We have two main office locations, New York and Oslo. Like most, we are all currently working from home. While the majority of the engineering team is based in Oslo, we also have a number of developers working remotely.

 About you

You are fluent in English.
You have a strong curiosity to investigate problems and search for the solutions in a very methodical yet multi-faceted way.
You can juggle many tasks at once understanding that priorities can shift several times a week or even in a day.
You are able to work cross departmentally, appreciating the value of keeping all stakeholders informed and sharing context at regular intervals

 
Role details

You will become part of our engineering team bridging the gap between product development and customer success
The main focus of the role is to investigate incident reports from across all environments and work with engineering to release a timely and high quality fix back into production. This role includes working closely with Product Management, Customer Success and Engineering providing updates and relevant context for smooth resolution of incidents.

 Key areas of responsibility

First line monitoring of support channels for incident reports
Ensure that all incidents are identified, triaged and resolved within set resolution targets
    Monitor alerts channels and logs
    Maintain well documented tracking of incidents for future analysis
    Provide well-researched and structured incident reports to on-call engineer for incident resolution
    Assist in QA of incident fixes as well as regular product releases
    Maintain fluid and timely communication between CS - Product - Engineering
    Write post-incident reports after critical incidents and share root cause analysis and recommendations for improvement with appropriate stakeholders
    Develop dashboards and reports providing insight into incident frequency

 Qualifications

 Bachelor or Master’s Degree in Computer Engineering, Computer Technology, or similar studies
preferred

 Experience

Several years experience in IT field, preferably in start-up environment
Experience in Customer Service, Incident and Problem Management functions
    Knowledge of incident response and handling methodologies
    Experience with monitoring tools such as Sentry and Datadog
    Experience with incident management tools such as Jira and Github
    Excellent verbal and written communication skills
    Excellent ability to prioritize and complete multiple tasks in high pressure situations

 What we offer

    An exciting work environment operating at the forefront of AI technology development
    A competitive compensation package
    Company paid benefits for employees such as medical, dental, vision, disability, and life insurance
    A workstation and tools of your choice
    Company-funded happy hours and events
    A company full of incredibly talented, curious and friendly people
    The opportunity to work remotely

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