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Incident Manager

Manager

DealerSocket | NOC Team

Incident Manager

ABOUT DEALERSOCKET

DealerSocket is a leading provider of software for the automotive industry. Our mission is to drive the future of automotive, by simplifying the experience for its customers and partners with a suite of seamlessly integrated products. DealerSocket’s suite of products includes advanced Customer Relationship Management (CRM), innovative Digital Marketing and Websites, robust Vehicle Inventory Management, insightful Analytics Reporting, and solutions to streamline dealer operations such as Desking, Credit Reporting, Compliance, and a Dealer Management System (DMS) for dealers of all sizes. To put it simply: we help dealers sell and service vehicles more profitably, while improving their customers’ experience. The DealerSocket Team is more than 1,000 employees strong, serving nearly 8,000 dealerships. Visit careers.dealersocket.com to learn more about how you can join our winning team!

PERKS & BENEFITS

  • Medical, Dental, Vision, 401k
  • Company-paid Life & Disability Insurance
  • Paid Vacation, Sick Days & Holidays
  • Paid Parental Leave
  • Wellness Program that pays up to $200 per year
  • Collaborative & Open Office Environment 

POSITION SUMMARY

The Incident Manager position is responsible for the monitoring of all aspects of the DealerSocket infrastructure to ensure system stability, optimum performance and availability. The Incident manager will assist in managing all monitoring and alerting responsibilities to evaluate the proper response and escalation to the proper team as necessary. This individual will also assist all teams to improve and expand monitoring capabilities and assist with reporting on system performance and capacity. 

RESPONSIBILITIES

  • Utilize monitoring tools to proactively identify problems with infrastructure, application, network device and storage systems
  • Follow appropriate alerting procedures and resolve standard level system alerts
  • Work closely with all teams to assist in resolving production impacting issues
  • Work closely with all teams to improve or add new monitoring and alerting capabilities
  • Work with other teams to identify and build appropriate thresholds for alerting
  • Insure that the change control process is followed
  • Follow documented process for incident management
  • Analyze system logs to troubleshoot issues
  • Prepare and deliver standard system performance reports and initial analysis for potential issues
  • Provide standard post release performance reports
  • Assist with other departmental duties as required

QUALIFICATIONS

Education: Bachelor’s Degree or equivalent experience and knowledge

EXPERIENCE

  • Minimum of 2 years of experience work in the Information technology field
  • Experience with industry standard performance monitoring tools (LogicMonitor, SolarWinds, IPSwitch)
  • Log management systems (Splunk, ELK, Graylog)
  • NOC experience a plus

OTHER ABILITIES

  • Ability to collate and interpret data from various sources
  • High level of attention to detail necessary
  • Strong problem identification and technical troubleshooting skills
  • Ability to collaborate with other teams to solve issues
  • Ability to prioritize actions with urgency and efficiency, and escalate as necessary
  • Clear communication skills (both written and verbal)

PHYSICAL DEMANDS

  • Available to solve critical issues as necessary
  • Be part of on-call rotation