Uptake is a platform of answers built for industry, with industry. We are looking for smart, curious and insanely talented people who can help us break into new territory, take on massive problems and build fast. If that sounds like you, we’d like to hear from you.

Site Ops Incident Manager at Uptake

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 DoAs an Incident Manager, you’ll perform Incident Management functions critical to Uptake’s applications and infrastructure. The IM will be on our Site Operations team and responsible for leading restoration of site impacting incidents through ownership of outage bridge calls/meetings, 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
  • Incident ticket tracking, reporting, follow-ups, maintaining/updating, and making sure they are resolved within set Service Level Agreements.
  • Foster IT best practices for Incident Management including: detection, triaging, assessment, troubleshooting and restoration
  • Identify problems that address site/ infrastructure resiliency, availability/performance issues
  • Mentor colleagues and partake in onboarding new hires.
  • Problem Management including Root Cause Analysis (we use JIRA for tracking and documenting)
  • Creating, maintaining, and assigning Standard Operating Procedures to facilitate knowledge transfer.
  • Occasional Change Management (we currently use JIRA for change tickets).

Requirements

  • 6+ years experience supporting large-scale web applications and infrastructure
  • 2 to 4 years in an operational or analytical role
  • Experience as an Incident Manager, Operations Manager, or Problem Manager
  • ITIL certification – at minimum: ITIL Foundation Certificate in IT Service Management
  • Strong analytical and problem-solving skills
  • 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
  • Documentation, reporting, and organizational skills: JIRA, JQL queries, Confluence, Excel
  • Demonstrated statistical modeling capability
  • Experience using monitoring tools such as: Grafana, Zabbix, New Relic

Preferred skills:

  • Excellent written and oral communication and interpersonal skills
  • Identify goals and work independently
  • Knowledge of core e-commerce technologies including cloud, web services and multi-tier architectures
  • Ability to define and optimize processes
  • Ability to work collaboratively in a fast-paced, entrepreneurial environment

Company Reviews

It’s inspiring to see, in real time, how our collaborative work is impacting people for the better.
Jess Sattell
Writer
at Uptake
What binds us is a passion for tackling hard problems and having a lot of fun along the way.
Nick Singh
UX Researcher
at Uptake
I love it here because I get to lead by example. I believe in our vision and our mission, and I get to share it everyday, both internally and externally.
Nusreth Baig
Business Development Manager
at Uptake
We have access to resources the moment we need them, and we can tap into an amazing talent pool at a moment’s notice.
Brad Nicholas
Lead Innovation Architect
at Uptake
I loving being the first person who welcomes new employees to the team and answer any and all of their immediate questions.
Bridget McInerney
Office Manager
at Uptake
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Perks & Benefits
Health/dental/vision coverage
401(k) match
Open PTO policy
Parental leave
Commuter benefits
Philosophy class
Speaker series
Lunch stipend
Catered Friday lunch
Winter party
Happy hours

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