Technical Project Associate, Problem ManagementWayfair

Wayfair is a leader in the ecommerce space for all things home, making it easy for people to quickly and easily find what they are looking for from a selection of over 8 million products and create a home they love. Here at Wayfair, we operate a 24x7x365 Production Operations Center to provide support to our website and global operations to enable our teams in all areas of the business to bring a world class experience to our customers.   Please note that we are looking for someone in Austin, TX to work a hybrid schedule. *Who We Are* Do you have a passion for solving complex problems that deliver the best customer experience possible? Do you enjoy driving difficult technical challenges to resolution and ensure they do not repeat?  Were looking for an experienced Incident Coordinator to join our highly skilled team of engineers and business partners. In this role, youll have an opportunity to work on business impactful initiatives touching all parts of our technology organization.  The Problem Management team is responsible for driving complex incidents to resolution in a timely and effective manner.  The ideal candidate will be able to be effective under pressure, possess broad technical, analytical, and problem-solving experience, the ability to collaborate with varied partners, and have great written and spoken communication skills. *What Youll Do:* * Effectively manage all major incidents and the process to drive the restoration of services quickly while minimizing impact. * Drive our efforts to learn from incidents and make Wayfair stronger . * Identify opportunities for continuous improvement of the Incident Management process and best practices.  Help update or build new processes to strengthen as we grow. * Clearly and succinctly communicate incident status to technology and business stakeholders, translating technical details into customer experience impacts.   * Respond to and investigate technical issues of all sizes and types * Provide training across our technology team on incident response and resilience process and best practice. * Create detailed critical incident reports and communicate important data points company-wide. * Build relationships with business partners across Wayfair to ensure Incident Management processes are built into organizational workflows and teams are driving toward improved operational excellence.  * Automate or streamline manual tasks and redundancies within the technology organization (and never solve the same problem twice!) * Lead postmortem meetings and other key meetings with technical partners, business stakeholders and service owners to review events and opportunities for ongoing improvement. * * *What Youll Need:* * Strong written and verbal communication skills. * Ability to identify and communicate relevant information in a digestible way to large audiences. * Ability to digest technical details and connect to business impacts. * Broad and applicable understanding of Incident and Problem Management processes. * Demonstrated ability to build relationships across multiple functions, within and outside our technology organization. * Experience managing projects across diverse stakeholders/initiatives. * Ability to prioritize work tasks while accounting for constraints outside of your control. * Flexibility in working schedule and ability to provide on-call support based on business needs.   *Nice To Have:* * Previous experience in an eCommerce or services based company * Experience in a NOC, SRE, Platform, or Operational Engineering role * Experience with Atlassian tools (e.g. JIRA and Confluence) * Experience with PagerDuty  * Experience with Datadog or similar monitoring or tracing tools * Experience with Looker or similar visualization/analytics tools * * About Us Wayfair is one of the worlds largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, were reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If youre looking for rapid growth, constant learning, and dynamic challenges, then youll find that amazing career opportunities are knocking. No matter who you are, Wayfair is a place you can call home. Were a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair and world for all. Every voice, every perspective matters. Thats why were proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.   *Assistance for Individuals with Disabilities* Wayfair is fully committed to providing equal opportunities for all individuals, including individuals with disabilities. As part of this commitment, Wayfair will make reasonable accommodations to the known physical or mental limitations of qualified individuals with disabilities, unless doing so would impose an undue hardship on business operations. If you require a reasonable accommodation to participate in the job application or interview process, please let us know by completing our [Accomodations for Applicants form](https://docs.google.com/forms/d/1ElBqKaQYGR9j0NiQHQYCGbHkqKqN746Nk62pI32IyLU). *Need Assistance?* For more information about applying for a career at Wayfair, visit our [FAQ page here](https://www.aboutwayfair.com/careers/careers-faq).  *About Wayfair Inc.* Wayfair is one of the worlds largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, were reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If youre looking for rapid growth, constant learning, and dynamic challenges, then youll find that amazing career opportunities are knocking. No matter who you are, Wayfair is a place you can call home. Were a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair and world for all. Every voice, every perspective matters. Thats why were proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic. We are interested in retaining your data for a period of 12 months to consider you for suitable positions within Wayfair. Your personal data is processed in accordance with our Candidate Privacy Notice (which can found here: https://www.wayfair.com/careers/privacy). If you have any questions regarding our processing of your personal data, please contact us at dataprotectionofficer@wayfair.com. If you would rather not have us retain your data please contact us anytime at dataprotectionofficer@wayfair.com.