• Job Description

  Req#: R012695

  The Best Players Need the Best People.

  This role will oversee the incident management process to restore standard platform operations swiftly. You will maintain the overall process and supporting documentation including identifying incidents, containing incidents, eradicating incidents, recovering from incidents, lessons learned, root cause analysis, and categorization of recurring incidents as problems and escalating them appropriately. You’ll be responsible to improve incident management protocols over time.

  QUALIFICATIONS

  • Bachelor's degree in information technology, engineering, or a related field.

  • At least 5 years’ experience working in IT incident management, problem management, service management, or a similar role.

  • Strong knowledge and use of incident management and/or service management software, such as Zendesk, Service-Now, FreshService. etc.

  • Experience working with monitoring systems and software, such as New Relic, AWS CloudFront, etc.

  • Experience working with an internal software development team and/or external development partners

  • Familiarity with software development life-cycle methodologies such as SCRUM and Agile

  • Knowledge of functional areas such as Engineering, Content Management, and Fan/Customer Support

  • Excellent managerial skills and ability to collaborate with team members.

  • Ability to analyze a high volume of technical data and work in a fast-paced environment.

  • Ability to handle and perform in stressful situations.

  • Strong interpersonal skills, with the ability to build and maintain effective working relationships across multiple teams and at varying levels throughout the organization

  • Strong problem-solving, organizational, and analytical skills with high attention to detail

  • Strong writing and communication skills

  • Experience working with live data in industries like banking, retail, sports, or medical records

  • Ability to work non-traditional schedule (i.e. – nights/weekends) and be available for on-call situations

  • Knowledge of the PGA TOUR and the game of golf is preferred, but not required

  RESPONSIBILITIES/DUTIES

  • Oversee the incident management process and team members involved in resolving the incident.

  • Respond to a reported service incident, identify the cause, and initiate the incident management process.

  • Prioritize incidents according to their urgency and influence on the business.

  • Produce and maintain documents that outline incident protocols (for internal PGA TOUR Digital Operations & Support team)

  • Coordinate with external vendors to ensure respective protocols are documented, maintained and available for reference.

  • Collaborate with the PGA TOUR Digital Operations & Support team, as well as external vendors, to ensure that all protocols are diligently followed.

  • Log all incidents and their resolution to see if there are recurring malfunctions.

  • Prepare after action reports and host after action review meetings.

  • Adjust the incident management process as required to ensure its effectiveness.

  • Communicate with upper management and other teams if major issues are impacting the digital platforms.

  • Manage the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

  • Create and maintain incident management distribution lists to ensure appropriate parties are notified throughout the incident management process.

  • Create and maintain knowledge base articles for use during incident management process.

  • Produce Incident Management Reporting to share ongoing analytics and performance trends with the Department.

• About the company

  The PGA Tour is the organizer of the main professional golf tours played by men in the United States and North America.

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