What We Do

Uptake is a Chicago-based predictive analytics SaaS platform provider that empowers major industry leaders to optimize performance, reduce asset failures and enhance safety. At Uptake, we combine our strengths—machine learning, analytics, data visualization and software development—with the expertise of our industrial partners. The result is enormous savings in development time and resources for Uptake’s partners and a proven industrial grade software platform that delivers value to partners and their end customers.

What You’ll Do

As an Incident Manager, you’ll perform Major Incident Management functions critical to Uptake’s applications and infrastructure. The IM is responsible for leading restoration of site impacting incidents through ownership of outage bridge calls, triaging and investigation of infrastructure and application health, and orchestration of available resources to drive resolution of degraded systems as quickly as possible. A strong understanding of SaaS and infrastructure fundamentals is key for this position, as are communication skills and the ability to work both individually and across a globally diverse group of engineers and support staff.

Responsibilities:

• Own and drive restoration and coordinates efforts for Major Incidents across multiple support teams


• Identify goals and work independently


• Detect underlying problems and patterns by looking beyond the obvious


• Establish command and control structures for Major Incident Management that dynamically expand depending on the situation


• Foster and evangelize web scale IT best practices for Major Incident Management, including detection, triaging, assessment, troubleshooting and restoration


• Identify problems and implement solutions that address site and infrastructure resiliency, availability and performance issues


• Work with Level 3 and Level 4 support organizations in understanding their technologies and facilitating knowledge transfer to lower level support teams


• Mentor colleagues

Requirements

• 6+ years experience supporting large-scale web applications and infrastructure


• 2 to 4 years in an operational or analytical role


• 2 to 4 years in a leadership role


• Experience as an Incident Manager, Operations Manager or Site Reliability Engineer


• Strong analytical and problem solving skills


• Passion for technology at a personal level


• Technical background or ability to pick up technology concepts quickly


• Familiarity with SaaS or e-commerce website architecture


• Exposure to ITSM/ITIL processes such as change, incident, problem and capacity management


• Demonstrated statistical modeling capability


• Ability to define and optimize processes

Preferred skills:

• Ability to recruit and retain entry-level resources


• Ability to measure productivity and take proactive steps to improve and manage employee performance


• Ability to break down complex items into discrete tasks


• Excellent written and oral communication and interpersonal skills


• Knowledge of core e-commerce technologies including cloud, web services and multi-tier architectures