job description
Join Dexcom, a global leader in continuous glucose monitoring technology, as a Major Incident Manager (IOC) and play a pivotal role in ensuring seamless IT operations for our life-changing medical devices. Based remotely from the vibrant island of Bali, you'll lead our Incident Operations Center (IOC) to minimize disruptions, restore services swiftly, and drive continuous improvement in our IT infrastructure.
This is a unique opportunity to combine your technical expertise with leadership skills in a role that directly impacts patient care worldwide. You'll work with cross-functional teams to resolve critical incidents, implement proactive measures, and maintain the highest standards of system reliability. At Dexcom, we empower our employees with cutting-edge technology, a collaborative culture, and the flexibility to work from Bali's most inspiring locations.
If you're passionate about IT service management, thrive in high-pressure situations, and want to make a difference in healthcare technology, we'd love to hear from you!
Responsibility
- Lead the Incident Operations Center (IOC) to manage and resolve major IT incidents affecting Dexcom's global operations
- Coordinate cross-functional teams during critical outages to ensure rapid restoration of services
- Develop and maintain incident management processes, playbooks, and escalation procedures
- Conduct post-incident reviews to identify root causes and implement preventive measures
- Monitor system health and proactively identify potential issues before they impact operations
- Serve as the primary point of contact for executive leadership during major incidents
- Collaborate with IT security teams to ensure incidents are handled with appropriate security protocols
- Drive continuous improvement initiatives to enhance system reliability and reduce incident frequency
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or related field
- 5+ years of experience in IT operations, with at least 2 years in incident management
- ITIL v4 certification (or equivalent) with strong knowledge of IT service management best practices
- Proven experience leading major incident resolution in a 24/7 operational environment
- Excellent communication skills with the ability to articulate technical issues to non-technical stakeholders
- Strong analytical and problem-solving skills with a focus on root cause analysis
- Experience with IT monitoring tools (e.g., Splunk, Nagios, SolarWinds) and ticketing systems
- Ability to work flexible hours as needed for incident response (with compensation for overtime)