iSpot.tv competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle’s hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.
Position Overview:
We are seeking a dynamic and detail-oriented Program and Incident Manager to join our team. This dual-role position combines the technical expertise needed to manage and resolve critical incidents with the strategic skills required to lead cross-functional programs. The ideal candidate will ensure the smooth handling of incident response while driving programs that enhance operational efficiency, reduce risks, and align with business objectives.
Key Responsibilities:
Program Management
Program Planning and Execution:
- Lead the planning, execution, and delivery of cross-functional programs, ensuring alignment with business goals and timelines.
- Define program scope, objectives, and success criteria in collaboration with stakeholders.
- Manage budgets, resources, and risks associated with program delivery.
Stakeholder Collaboration:
- Act as a bridge between technical and non-technical teams to ensure program alignment and effective communication.
- Organize and lead steering committee meetings, providing regular status updates to leadership.
Performance Tracking and Reporting:
- Develop KPIs to measure program success and ensure continuous improvement.
- Use tools like dashboards and reports to provide visibility into program progress and outcomes.
Risk and Change Management:
- Identify, assess, and mitigate risks to both incidents and program deliverables.
- Manage changes to program scope or timeline through structured change management processes.
Incident Management
Incident Response and Coordination:
- Act as the primary point of contact for managing high-priority incidents, ensuring timely resolution and minimal impact on business operations.
- Coordinate with technical teams, stakeholders, and vendors during incident resolution.
- Facilitate post-incident reviews to identify root causes and implement corrective actions.
Communication and Reporting:
- Provide real-time updates to stakeholders and leadership on incident status, impact, and resolution progress.
- Develop comprehensive incident reports, including key metrics, root cause analysis, and preventive recommendations.
Process Improvements:
- Establish and refine incident management processes and escalation protocols.
- Implement best-in-class tools to improve incident management efficiency
- Train team members on incident response best practices and tools.
Qualifications:
- Education: Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field. Advanced degrees or certifications are a plus.
- Experience:
- Minimum 5+ years of experience in incident management and/or program management in a big-data SaaS environment
- Proven track record of handling critical incidents and leading cross-functional programs in a fast-paced environment.
Skills and Knowledge:
- Strong understanding of ITSM frameworks (e.g., ITIL) and incident management best practices.
- Experience in establishing and maturing Incident and Change Management Processes.
- Expertise in tools like Jira including jira automation, Confluence, StatusPage, PagerDuty etc.
- Proficiency in program management methodologies (e.g., Agile, Scrum, Waterfall).
- Hands-on experience with incident tracking tools (e.g., ServiceNow, Jira) and program management tools (e.g., MS Project, Asana).
- Excellent problem-solving, organizational, and multitasking skills.
- Strong communication and stakeholder management abilities, with the capacity to manage executive-level interactions.
Preferred Qualifications:
- Certifications: ITIL, PMP, Agile Certified Practitioner (PMI-ACP), or similar.
- Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and DevOps practices.
- Experience with risk management and compliance frameworks.
Target cash compensation range: $104,000 - 130,000 USD Annually
We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot’s equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
For more information on total rewards package, go HERE
Hybrid & Flexible Workplace Policy
iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency.
Those local or living in surrounding areas to one of our offices (Bellevue, WA; El Segundo, CA; New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further.
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If you don't feel you met every single requirement for the role, don't rule yourself out. Please apply anyway!
iSpot.tv is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact our HR team.
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