Incident Response Manager at Willow

Engineering, Full-Time, Sydney sydney engineering full-time
Posted a month ago

Founded in 2017, Willow is a global technology start-up. The WillowTwin™ is a disruptive IoT/Data SaaS that unlocks the true potential of smart buildings and infrastructure. We are writing a new chapter in human history, with unprecedented resource optimisation and management empowered by data. 
For the second year in a row (2020 & 2021), Willow has been ranked in Linked In's Australian "Top 25 Start-ups". You will be joining a team of performance-driven individuals, backed by the most advanced technology the built world has ever seen. We are chartering a new course, Digital First, the Willow Way. Our 'Willow World' is fast-paced, nurturing and collaborative.

Summary of the role

As the lead engineer responsible for incident management, you will be responsible for working closely with the Willow Product and Engineering team to build robust frameworks and processes to ensure effective and timely responses to engineering incidents or outages. In addition, you bring experience as a hands-on technical leader who has the right problem-solving, customer-facing and leadership skills.

Continuous improvement, measuring and evaluating the effectiveness and making improvements whilst sharing your knowledge and leading this with the team will all be instrumental in the role. You will develop best in class solutions and share these with other team members. Strong problem solving, decision-making and troubleshooting skills will also be essential to then engage in technical discussions around the design and build-out of new features.

Skills & Experiences

  • 5+ years of strong commercial experience in engineering roles, ideally in the platform, infrastructure or site reliability teams
  • Experience in defining, testing and running an incident management process or framework
  • Proven experience in responding to and closing out technical incidents with engineering-built products or services, including outages and downtime events
  • Experience with measuring and tracking incidents, with the goal of building out a robust framework to reduce the number of incidents, as well as time to respond and remediate
  • Experience with incident management and on-call tools (Pagerduty, Opsgenie etc)
  • Practical experience with implementing and optimising dashboarding, monitoring and alerting systems (Azure Monitor, Grafana, Pingdom, Datadog, Site24x7 etc)
  • Practical experience working with logging, tracing and observability tools (Azure AppInsights, Sentry, Logstash, NewRelic, Dynatrace etc)
  • Good understanding of concepts including SLIs, SLOs, SLAs
  • Good understanding of disaster recovery and business continuity principles
  • Good understanding of CI/CD and DevOps
  • Real-world experience coding/deploying/troubleshooting .NET Core
  • Experience with the Azure cloud platform
  • Knowledge of how to practically implement chaos engineering
  • Experience working with various stakeholders to embed incident response processes into the day-to-day work
  • Ability to stay calm under pressure, in order to help track the incident and guide others in the team to effective responses
  • Experience in conducting post-incident or post-mortem analyses
  • Experience guiding and mentoring other engineering teammates to make sure technical practices are executed and adhered to
  • Ability to drive your teams’ best principles and practices as well as ensure it aligns with the rest of the company
  • You thrive on the latest technology and the latest technology is driven by you
  • Logical thinking and great problem-solving skills
  • Experience in working with a distributed team is highly desirable
  • This role can be performed in Sydney or remotely within the Australian east coast.

    If you are eager to work in a fast-paced, high growth tech start-up based on collaboration and open communication, then Willow could be the place for you. We at Willow never give up, we work smart, we care about our fellow human beings, and we always put our best foot forward.

    Willow is proudly diverse. We work to create an equitable and inclusive experience for candidates and employees, where people from different backgrounds have an opportunity to succeed. Join us in our mission to digitise the built world!

    To find out more, visit the website: