Senior Incident Manager

Who We Are:
SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners -- in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.
This is the place where a diverse group of emerging talent and legends alike come to share authentic and purposeful songs, stories, sounds and insights through some of the best programming and technology in the world. Our critically-acclaimed, industry-leading audio entertainment encompasses music, sports, comedy, news, talk, live events, and podcasting. No matter their individual role, each of our employees plays a vital part in bringing SiriusXM's vision to life every day.

SiriusXM Media is the gateway for marketers to North America's most prominent digital audio advertising ecosystem. As the combined advertising revenue organization of SiriusXM Holdings Inc., SiriusXM Media spans across leading owned and operated audio platforms Pandora and SiriusXM; innovative ad tech solutions powered by AdsWizz; sonic creative consultancy Studio Resonate; and an extended content network featuring exclusive monetization agreements with Audiochuck, NBC Universal, SoundCloud, and many more. Reaching more than 150 million listeners each month, SiriusXM Media delivers audiences the tailored brand experiences they crave while putting creators first, making it easy for every marketer to produce, plan, buy and measure across its entire audio universe.

About AdsWizz

AdsWizz, a subsidiary of SiriusXM, is the leading global provider of digital audio and podcast advertising solutions. AdsWizz is the underlying monetization solution for well-known music platforms, podcasts, and broadcasting groups worldwide, giving advertisers or all sizes unprecedented access to premium and niche audio content. Through dynamic ad insertion, advanced programmatic platforms, and innovative audio formats, AdsWizz efficiently connects buyers and sellers for digital audio and podcast advertising. AdsWizz is a global company with a presence in over 40 countries.

Simplecast, a subsidiary of SiriusXM, is a leading podcast management and analytics platform, powering podcasts from some of the world's most well-respected creators and brands, delivering nearly a billion audio requests in 2020. Featuring both the industry's preeminent analytics platform and dynamic audio toolset, MAE (Movable Audio Engine), Simplecast has more metrics and more unique insights than any other podcast technology platform. Since 2013, the Simplecast suite of tools has made it effortless for podcasters of all sizes to distribute their podcasts anywhere people listen, and has empowered creators to grow, understand, and better connect with their audiences.

How you'll make an impact:
AdsWizz is seeking a Senior Incident Manager for our Center of Excellence in Bucharest, Romania. In our multi-tiered support model, you will be part of the Global Customer Support organization in a Level 3 role. You'll be at the center of high-priority incidents that impact our AdsWizz and Simplecast platforms. Your primary role will be to swiftly and effectively manage and resolve service disruptions as part of a 24/7 rotational schedule, ensuring minimal impact to our content creators, publishers, and advertisers. We are searching for a calm and detail-oriented individual who can coordinate across technical and business teams across a variety of field deployments.

What you'll do:

Incident Management

• Lead Critical Incidents: Act as the primary Incident Manager during high-impact incidents or service degradations, coordinating Support, Engineering, DevOps and Business teams with both technical and communication guidelines. Manage incidents to complete resolution, including Root Cause Analysis where required.

• Coordinate Response Efforts: Orchestrate cross-functional teams (Engineering, Support, Product, Sales) to drive swift resolution of impacting problems with the platform stakeholders during incidents.

• Post-Incident Analysis: Drive root cause investigations, incident reports, and post-mortems with a focus on prevention and continuous improvement.

• On-Call Rotation: Participate in a 24/7 rotational on-call schedule, prepared to handle urgent escalations at any time.

Problem Management

• Prioritize customer-found issues: On a a day-to-day basis, triage and prioritize with Engineering all P1-P4 software issues identified and reported by customers in production.

• Internal Communications: Ensure clear, timely, and accurate updates to internal stakeholders

• Engagement with Key Internal Partners: Work closely with Global Customer Support, Engineering, and Customer Success to align on incident prevention strategies and SLAs.

• Process Improvement: Refine incident management processes and tooling; mentor junior IMs on best practices.

What you'll need:
Minimum Requirements and Qualifications

• 5+ years of experience in Incident Management, SRE, Technical Operations, or related roles.

• Experience leading high-severity incidents in SaaS, advertising tech, media, or cloud-based environments.

• Strong understanding of system architectures, APIs, Grafana, Datadog or similar monitoring tools, and cloud infrastructure (AWS preferred, Azure, GCS).

• Clear, composed communication style, especially under pressure.

• Experience with Service Desk tools, Bug tracking (ie. JIRA) and Ticketing systems (i.e. Zendesk)

• Awareness of Service Management best practices

• Experience in Incident/Problem Management frameworks - ITIL-related knowledge and practices on each of those

• Experience in SQL and mainstream databases (MySQL, Oracle, nonSQL, ...)

• Knowledge of Linux/UNIX environments.

• Fluent in English; excellent written and verbal communication skills.

The following represent assets:

• Familiarity with audio or ad tech ecosystems is a strong plus.

• Experience with streaming servers (Shoutcast, Icecast, Wowza, FMS)

• Experience in JAVA (J2SE / J2EE) programming and/or C/C++ programming

• Knowledge of ad serving & analytics technologies: DoubleClick DFP, DFA, Google Analytics...

• Knowledge of protocols such as VAST, OpenRTB

• Knowledge in audio codecs, sound, and signal processing

• Network programming

Our offer – what's in it for you:

• Casual & friendly working environment with opportunities to impact the company with your ideas and involvement

• Technology diversity, interesting technical exposure in building the best ad-tech product on the market

• Corporate annual bonus system to celebrate personal and company wins

• Individual training budget to use as you like for skill improvement

• Sports bonus for activities such as gym, biking, and yoga

• Meal tickets card for enjoyable lunch breaks

• Gift cards for special events and holidays

• Days off for your birthday and special events to recharge and enjoy your BIG moment

• Private medical subscription to keep you healthy

• Private Pension Fund (Pillar III) based on your years of tenure

• Free library subscription for the book lover in you

• Suitable hardware devices (new laptops / Macs, displays etc.)

• Parking lots at office location  – 60% co-funded by the company

• Company offsites, CSR activities, and getaways to stay connected and keep the flame alive

Our goal at SiriusXM is to provide and maintain a work environment that fosters mutual respect, professionalism, and cooperation. SiriusXM is an equal opportunity employer that does not discriminate based on actual or perceived race, creed, color, religion, national origin, ancestry, alienage or citizenship status, age, disability or handicap, sex, gender identity, marital status, familial status, veteran status, sexual orientation or any other characteristic protected by applicable federal, state or local laws.

The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.

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