Sr. Infrastructure Incident Manager, IT Infrastructure Engineering (M/W/D)

What To Expect

Tesla’s Incident Management team supports global Infrastructure, Manufacturing, and Applications to identify and resolve problems with high-speed cross-team collaboration to reduce total time of business and customer impact. Infrastructure Incident Managers take part in a 24/7 Rotation to support all Tesla systems for Incident Response, problem follow up, preventative maintenance, and change management. Incident Managers ensure that escalations are accurately triaged and communicated, assist in troubleshooting, and track identified action items to full remediation. A successful candidate demonstrates outstanding communication skills, strong technical foundations, and excellent judgement.

What You’ll Do

• Major Incident Communications and Support
• Ensure Incident is correctly escalated to responder teams and stakeholders
• Provide regular updates with a high-level summary of the incident in progress - have an excellent understanding of the incident triggers, containment steps, and next action items
• Support the Incident troubleshooting flow and steer towards impact containment
• Manage RCA submissions with Incident POC
• Review Incident tickets for completeness, description of incident, understanding of root cause, incident timing, and tagging
• Work with Program Managers and teams to get incident follow ups prioritized and completed
• Work closely with NOC Team Analysts to streamline and improve process and documentation
• Ensure all incidents are tagged with critical incident data
• Build and maintain dashboards and reports for analysis of incident Trend data by Team, MTTA/MTTR by Team

What You’ll Bring

• 3+ years of additional equivalent experience or evidence of exceptional ability related to the position
• Experience with troubleshooting distributed systems
• Strong knowledge of multiple observability tools: Splunk, Prometheus/Alert Manager, Synthetic Monitoring, Grafana
• Basic understanding of Linux fundamentals (Ubuntu/RHEL OS)
• Basic understanding of Network and Traffic fundamentals
• Basic understanding of modern software architecture workflow and common design patterns
• Experience in collaborating with network and data center teams for large scale infrastructure support
• Bachelor’s Degree in Computer Science, Electrical Engineering or related field, or equivalent experience
• Sound judgement, outstanding communication, & ability to work with internal customers in a fast-paced, high visibility role