Incident Coordinator - Technical.ly

Incident Coordinator

14 West |  Baltimore, MD | Product

Job Description
Perks + Benefits
Company Culture
Technical.ly Coverage

As Incident Coordinator (IC), You shall be responsible for monitoring to ensure timely reporting of any emergency and non-emergency events to the relevant Support, product, and IT teams as well as the appropriate level of management dependent on the severity of the issue. The IC will be required to detect unfavorable situations, raise incidents where necessary, monitor incidents from identification through resolution, conduct postmortem activities, and complete post-incident duties such as incident data analysis and reporting. You will also have responsibility to work with the Support team to assist with triaging and complete support tickets when time permits.

 

Whilst this is a Baltimore-based role, this individual will work closely with both Domestic and International team members to ensure the highest level of support is available.

You can learn more about life at 14 West by checking out our WestWord blog.

Responsibilities

  • Reacting to incidents that come in via standard support channels
  • Proactively monitoring application performance
  • Identifying issues that require escalation and initiating the Incident Response plan within SLA
  • Coordinating the effort around an incident, including comms, through to resolution
  • Identifying impending problems and correcting them before work processes are disrupted
  • Analyzing and reporting on incident data
  • Assist with identifying root causes/events leading to potential performance degradation
  • Relaying detailed information to international team members
  • When time permits, performing daily support desk activities such as triaging & ticket management
  • Performs other related duties as assigned

Qualifications

 

  • Strong verbal and written communication
  • Previous experience in high responsibility role
  • Experience within a client/customer facing position
  • A technical aptitude showing ability to complete moderately complex technical tasks
  • Ability to communicate critical issues and resolutions to a variety of audiences
  • Ability to self-motivate and work independently without explicit direction
  • Experience analyzing data and drawing conclusions

 

Preferred:

  • Experience in New Relic, PagerDuty, Site24x7, StatusPage, OpsGenie, JIRA Service Desk/Service Management
  • Previous technical support experience
  • Experience working within an international support team setting

We offer a wide variety of benefits, programs, and services to our employees, including:

  • Medical, vision, and dental insurance plans
  • Employer-subsidized parking
  • 401(k) plan with employer matching
  • Generous vacation time and paid holidays
  • Fitness programs and discounts
  • Casual dress code

About 14 West

14 West exists to allow entrepreneurs to focus on their ideas, products, and customers, while our expert teams work to help protect, guide, and grow their workplaces.

 

Today, our services include Personnel & Talent Acquisition, Communications, Financial Services, Technology Solutions, and Legal, and our portfolio of clients includes more than 20 of the world’s leading privately-owned media companies.

 

Before applying for a role at 14 West, there are a few things to keep in mind. We work hard. We like unique perspectives, and believe our time is better spent on testing new ideas than perfecting old ones. And we don’t hold hands. Instead, we give people the freedom and resources they need to forge their own path. So, while there are no road maps to success, there are no limitations.

 

14 West is an Equal Opportunity Employer and complies with all applicable Federal, State and local employment laws. No question in this Application is intended to elicit information in violation of any such law, nor will any information obtained in response to any question be used in violation of any such law. Applicants with disabilities who require a reasonable accommodation to participate in the application and/or interview process may contact us at here@14west.us to arrange for such accommodation.

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Health & Wellness Benefits
  • Dental
  • Disability Insurance
  • Health Insurance
  • Life Insurance
  • Onsite Gym
  • Vision
  • Wellness Programs
Parental Benefits
  • Generous Parental Leave
Perks & Discounts
  • Casual Dress
  • Company Outings
  • Snacks
  • Special Discounts
Professional Development
  • Online Trainings
Retirement & Stock Options Benefits
  • 401K
Vacation & Time Off Benefits
  • Generous PTO
  • Paid Holidays
  • Paid Sick Days

What’s it like to work at 14 West in Baltimore?

Missing a day in the office at 14 West makes you feel as if you’ve missed out. We have a great group of really smart and motivated people that come up with truly brilliant solutions to the challenges we face in the publishing and subscription services we enable. This being said, the office is totally casual — people bring their dogs to work and there’s work/life balance in that you can work remotely if needed.

Our offices are beautiful. They make up a campus of 12 individual buildings in the Mount Vernon neighborhood of Baltimore. In the summertime when we have interns working with us it starts to feel like a college campus as you see the interns going from building to building with their backpacks. The buildings are a mix of incredible historic homes and some modern construction. We sit in massive open offices that carry mixes of the functional roles; this enables cross collaboration. You can stand up and go talk to anybody, you don’t have to set up formal meetings. It’s open and easy, and that’s how we’re able to move so quickly to get things done each day.

Who is 14 West and what do you do?

14 West exists to support entrepreneurs, to promote the growth and protection of their businesses, and to provide them with the resources they need to be great workplaces that attract and retain exceptional talent.

By relying on us, our clients enjoy the unique luxury of focusing on their passion... and we get to focus on ours. We take a custom-tailored approach to every solution for every client. We believe passion is a critical ingredient in the services we provide. And we strive to deliver leading-edge yet sustainable strategies that promote perpetual growth.

What’s a common attribute amongst 14 West employees?

The preeminent traits seem to be a desire to learn and curiosity. If you are willing to work hard and want to understand how 14 West works, how things are done and how to contribute new ideas, you’ll be rewarded and will move up quickly. One thing that is expected of everyone that walks in here is you need to raise your hand and you better have high expectations for yourself. If you’re waiting for someone to tell you what to do, that gets noticed very quickly and not in a good way.

What is the team working on at the moment?

We handle all of our enterprise data. A lot of our focus right now is in optimization and building world class tools for our affiliates. One specific project our team is working is developing a set of new self-service applications where instead of Agora affiliates reaching out to our team directly for data and reports, they’ll be able to source what they need on their own. We are developing a series of new, cutting-edge feed applications where data can be loaded in, reports can be generated on the fly and our developers can understand exactly what the affiliates most want.

How do 14 West employees stay connected and engaged with each other?

A lot of us travel to different conferences to develop our skills and that’s always a great way to reconnect in a more personal way with your colleagues.

We do a lot of volunteer work within the community right around us here in Baltimore. Aside from this, we take pride in having the best holiday parties — there have been people caught trying to sneak into them! We also do a lot of happy hours in the office (employees enter their preferred beer or wine via their Drizly account). 

What can new employees expect?

New employees can expect extensive training through 14 West’s learning and development division, which features hands-on classroom learning and online guided courses that ensure new hires have been inducted into the company through a mentored program. Otherwise, get ready to run with your ideas. We like big ideas and if you bring them to the table you better be ready to act on them, we’ll provide the resources to drive it.

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