Senior Engineering Manager
Current-Hired, onboarded, and trained Pluto TV’s first global team to handle incident and problem management-Define the Escalation Management strategy, partnering with a broad range of leaders across the Company.-Create operations systems, rituals, and advanced tooling to support the strategy delivery.Drive critical customer escalations toward resolution -Present strategy, insights, achievements, and quarterly progress updates to executive leadership.-Lead and manage the Pluto TV incident process, serving as the primary contact for key stakeholders.-Collaborate with teams and senior partners to ensure incident response, resolution, and post-incident review processes.-Identify areas for process improvement and lead initiatives to enhance incident management practices-Organize on-call resources across Pluto TV, ensuring efficient incident response and resolution during business hours.-Develop and deliver executive-level briefings, presentations, and reports on incident management performance, trends, and recommendations-Conduct root cause analysis and post-mortems for major incidents, working with technical teams and executive partners to lead systemic improvements.-Proactively update internal stakeholders, make decisions through data and influence by partnering with Engineering, Product, Operations and other cross-functional teams-Drive improvements in the incident handling process and incident management metrics, alarms and tooling based on trends and data of Stripe's incidents in collaboration with engineering, product and operations teams-Collaborate closely with leadership to build team strategy based on the team vision- Lead in a fast-paced and dynamic environment with distributed systems with microservice architecture -Operated in large-scale production environment on AWS-Large-scale production environment on AWS-Developed documentation to establish a repeatable process for the technical execution
