Principal Operations Manager, Incident Management (Customer Identity)

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences.

Join our team! We’re building a world where Identity belongs to you.

Okta’s Customer Identity Cloud (CIC), powered by Auth0 technology, is an easy to implement authentication and authorization platform designed by developers for developers. We make access to applications safe, secure, and seamless for the more than 100 million daily logins around the world. Our modern approach to identity enables this Tier 0 global service to deliver convenience, privacy, and security so customers can focus on innovation.

Our commitment to identity inspires and sustains our Diversity, Inclusion, and Belonging strategy as we aim to celebrate and protect the identities of everyone in our network. Click here to learn more about our commitment to building balanced teams.

Reporting to the Senior Director, Engineering Operations, this role will be responsible for refining and leading the incident management practice within our product unit. You will bring analytic expertise to drive focus on, awareness of, and actions around Incident trends. You will play a critical role in defining and implementing best practices for incident management, and ensuring the effective handling and resolution of incidents across the organization. This is a strategic and hands-on position where you will work closely with cross-functional teams to optimize and incrementally improve incident management processes and enhance our incident response capabilities.

What You’ll Be Doing

• Incident Management Strategy: Improve upon and execute on a comprehensive incident management strategy aligned with business goals and industry best practices.
• Performance Metrics and Reporting: Define and monitor key performance indicators and metrics to measure incident management performance and report on trends, achievements, and areas for improvement to stakeholders.
• Process Improvement: Continuously assess and refine incident management processes, incorporating feedback and lessons learned to enhance efficiency, effectiveness, and stakeholder satisfaction.
• Continuous Improvement: Identify and prioritize iterative improvements that enable CIC to stay abreast of industry trends, emerging technologies, and best practices to enhance incident management capabilities.
• Training and Awareness: Develop and deliver training programs and awareness campaigns to educate employees on incident management processes, tools, and responsibilities.
• Incident Response Planning: Improve and maintain knowledge repository for incident response plans, playbooks, and escalation procedures to ensure consistent and effective response to incidents.
• Incident Trend Analysis: Partner closely with our Engineering teams to identify trends, address underlying issues, and implement preventive measures to minimize future incidents.
• Collaboration and Coordination: Work closely with cross-functional teams for major incident management and escalations/communications to ensure alignment, effective communication, and coordination in incident management activities.
• Stakeholder Management: Build strong relationships with stakeholders to ensure their support and engagement in incident management initiatives. Key stakeholders will include SRE teams, Service Owners, Customer First leaders, and Architecture team.

What You’ll Bring To The Role

• Leadership Skills: Demonstrated ability to lead and manage via influence, driving performance, fostering collaboration, and providing guidance and mentorship.
• Stakeholder Management: Proven ability to engage and influence stakeholders at various levels of the organization, fostering strong relationships and managing expectations.
• Analytical and Problem-Solving Skills: Strong analytical and problem-solving abilities, with the capability to analyze complex issues, identify root causes, and propose effective solutions.
• Project Management: Experience in managing incident management projects and initiatives, ensuring timely delivery and effective execution.
• Continuous Improvement Mindset: Passion for driving continuous improvement, embracing emerging technologies, and implementing industry best practices.
• Data Visualization Skills: Proven experience in developing and working Tableau driven dashboards and analytics.
• Communication Skills: Excellent written and verbal communication skills, with the ability to effectively convey technical concepts and ideas to both technical and non-technical stakeholders.
• Incident Management Expertise: In-depth knowledge of incident management principles, methodologies, and industry best practices
• Proven Experience: Minimum of 5 years experience in SaaS. Minimum of 5 years of technical experience, with a focus on practice development, process improvement, and strategic planning.

And extra credit if you have experience in any of the following!

• Our incident information is in databases. Bonus points for:
• Experience in Snowflake data modeling and ETL using Snowflake SQL
• A solid understanding of SQL

Okta is an Equal Opportunity Employer.

What you can look forward to as an Okta employee!

• Making Social Impact
• Amazing Benefits
• Fostering Diversity, Equity, Inclusion and Belonging at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application or interview process, please use this Form to request an accommodation.

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