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Job Description:
Broadcom's software group is looking for an energetic and self-driven professional to join our team. Our group’s mission is to provide best in class software services delivered to the high availability standards that our clients expect. The candidate will form part of a global operations team which is goaled to ensuring the highest service
levels of availability of the mission critical software services provided.
The role requires you to take accountability for any highly visible, complex and SLA impacting issues that occur across the Broadcom SaaS service offering. Manage the incident process, through taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations.
Ultimately accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of the Incident for its particular customers, stakeholder and business unit.
levels of availability of the mission critical software services provided.
The role requires you to take accountability for any highly visible, complex and SLA impacting issues that occur across the Broadcom SaaS service offering. Manage the incident process, through taking ownership for matrix managed resources to restore normal service operation as quickly as possible to minimize the impact to service and business operations.
Ultimately accountable for the efficiency and effectiveness of the Service Delivery during the life cycle of the Incident for its particular customers, stakeholder and business unit.
The primary responsibilities
- First point of contact for all Cloud Operations managed Major Incidents
- Drive all Major Incidents through the rigorous adoption and adherence to the Major Incident management process.
- Chair and own the war room throughout the incident life cycle.
- Taking ownership for matrix managed resources including third parties to restore normal service operation as quickly as possible to minimize the impact to service and business operations.
- Own the process governance and adherence – call out and educate/re-educate on process non-adherence.
- Feed into the monthly Service Reviews, including full summaries of all Major Incidents for the respective months.
- Meet monthly with Service Managers to discuss process shortfall, improvements/new initiatives.
- Deep analysis into Incidents, work with product owners for root causes, corrective actions, and improvements.
- Creating problem reports with incident timelines, the RCA, and the corrective actions etc.
- Identifying underlying causes of incidents and preventing recurrences.
- Ensure seamless transfer of responsibilities during MIM shift handover.
- Fulfill all responsibilities of weekend on-call MIM as per the published rotation schedule.
Professional Experience
- A degree in Systems Engineering, Computer Science or related fields with related experience preferred.
- 8+ years of experience in handling Major Incidents
- Strong analytical, problem-solving and communication skills. Ability to communicate technical updates to non-technical stakeholders.
- Maintain up-to-date knowledge of ITIL
- Understanding of Cloud Computing such as GCP, AWS, Azure, and their associated components.
- Experience in handling Major Incidents for Cloud Services
- Ability to remain calm and work well under pressure.
Benefits
- Highly competitive salary
- Generous bonus scheme
- Equity package
- Competitive company pension
- Employee stock purchase plan (ESPP)
- Private Medical Insurance (Individual or family)
- Life Assurance scheme (up to 4x salary)
Broadcom is proud to be an equal opportunity employer. We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law. We will also consider qualified applicants with arrest and conviction records consistent with local law.
If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.
