Senior System Event Manager

About Wing:

Wing offers drone delivery as a safe, fast, and sustainable solution for last mile logistics. Consumer appetites for on-demand services are increasing, but current delivery methods are inefficient, costly, and contribute to road accidents and air pollution. Wing's fleet of highly automated delivery drones can transport small packages directly from businesses to homes on-demand, in minutes. We design, build, and operate our aircraft, and offer drone delivery services on three continents. Our technology is designed to be easy to integrate into existing delivery and logistics networks, offering a scalable drone delivery solution for a broad range of businesses. Wing is a part of Google's parent company, Alphabet, and our mission is to create the preferred means of delivery for the planet. To do this, we must build a workforce that's representative of the global communities that we serve. If you're ready to do the greatest work of your life, come join us.

About the Role:

Wing is looking for a Senior System Event Manager to join our Operations Analysis Team team based in Palo Alto, CA. The Sr. System Event Management function is part of the System Integration engineering organization. This team is a centralized function that supports all of Wing's engineering and operations teams. This position seeks highly-motivated individuals who enjoy working in fast-paced, collaborative environments troubleshooting critical, emerging issues.The successful candidates are able to utilize technical system understanding to coordinate rapid response activities by operations and engineering personnel while communicating with various stakeholders and executives to provide information that is A.A.R.T: Accurate, Actionable, Relevant, and Timely.

What You'll Do:

• Manage first level investigation/triage of reported issues in order to determine the root cause and coordinate appropriate stakeholders to mitigate any effects
• Build, oversee, and contribute to a team that will coordinate cross-functional resources and support in the identification, response, and closure of events impacting system health and operations
• Optimize, implement and document triage and escalation processes to help ease coordination with teams at Wing
• Track the frequency and severity of all reported issues, presenting results to key stakeholders and leadership
• Document details, outcomes, and lessons learned from operational issues and support documentation of standard solutions per engineering instruction
• Document and recommend procedural improvements based on lessons learned from system events
• Translate from system availability changes to business impacts and communicate those impacts to all applicable internal parties
• Identify and assess operational system events and inform engineering of the noted issues and coordinate the immediate response

What You'll Need:

• 8+ years of experience in Technical Operations, Incident Response, Aviation, or Emergency Response
• Bachelor's degree in a directly related field or equivalent practical experience
• Confident decision-making abilities with strong and creative problem-solving skills
• Ability to monitor and take in multiple information streams while working in real-time, high-pressure environments
• Ability to communicate thoroughly, clearly, and concisely in these high-pressure environments.
  • Providing accurate and concise updates to a wide audience of critical stakeholders
  • Coordinating with technical, non-technical, operations, and regulatory affairs personnel
  • Providing direction to engineering and operations personnel in fast-paced, high-stakes environments
• Ability to communicate with technical and non-technical stakeholders
• Ability to adjust to a changing environment, manage competing and rapidly shifting priorities and deadlines with a strong attention to detail
• Experience with operations process development
• Experience with emergency or incident response
• Experience with data visualization tools and query languages such as SQL are a plus
• Experience translating operational issues into engineering requirements is a plus

At Wing, we don't just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.