Job Title

Who We Are:SiriusXM and its brands (Pandora, SiriusXM Media, AdsWizz, Simplecast, and SiriusXM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. SiriusXM's platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of SiriusXM, is the largest ad-supported audio entertainment streaming service in the U.S. SiriusXM's subsidiaries Simplecast and AdsWizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company's advertising sales organization, which operates as SiriusXM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. SiriusXM, through SiriusXM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, SiriusXM offers connected vehicle services to automakers.How you'll make an impact:The Production Services Operations Team is made up of an agile group of 24x7 responders, prepared to handle Technical Incident Management and provide Operational Support for the entire Technology Org. The Senior Lead is responsible for monitoring, triage, incident management and technical support of the SiriusXM Consumer Brands in order to provide the best experience for the Customers and the business at large.What you'll do:Responsible for guiding all problems through the incident management process:Problem IntakeTriage and InvestigationInternal Business Stakeholder communicationsResolver EscalationResolution ValidationProblem ManagementDaily Technical OperationsSoftware DeploymentsSystem Alarm ManagementOperational Record Keeping and Documentation MaintenanceCollaboration with Subject Matter Experts across the Organization for Continuous Improvement OpportunitiesWhat you'll need:Associate Degree, Technical School or military training in computer systems management and monitoring or related area of equivalent experience.4 years of experience working in a 24x7x365 multi-shift environment where the main focus is monitoring and incident management.Practical hands-on experience with trouble ticket systems, network monitoring tools, and familiarity with incident management processes.Must possess the ability to take initiative and deliver through ambiguity.Excellent interpersonal skills and ability to interact effectively with staff at all levelsExcellent written and verbal communication and presentation skillsExcellent organizational skills and attention to detailsAbility to work independently and on a team in a fast-paced environmentStrong time management skills, with the ability to prioritize and multitaskMust be available to work a flexible schedule including weekends, holidays, and overnight shiftsThorough knowledge of Slack, Zoom and Google SuiteWorking knowledge of ServiceNow and Atlassian Suite, including OpsGenie, is a plusFamiliarization with streaming technologiesAbility to generate technical operational documentation and standard operating procedures in support of incident management proce