Incident Manager- USDS

TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo.

Why Join Us At TikTok, our people are humble, intelligent, compassionate and creative. We create to inspire - for you, for us, and for more than 1 billion users on our platform. We lead with curiosity and aim for the highest, never shying away from taking calculated risks and embracing ambiguity as it comes. Here, the opportunities are limitless for those who dare to pursue bold ideas that exist just beyond the boundary of possibility. Join us and make impact happen with a career at TikTok.

About USDS At TikTok, we're committed to a process of continuous innovation and improvement in our user experience and safety controls. We're proud to be able to serve a global community of more than a billion people who use TikTok to creatively express themselves and be entertained, and we're dedicated to giving them a platform that builds opportunity and fosters connection. We also take our responsibility to safeguard our community seriously, both in how we address potentially harmful content and how we protect against unauthorized access to user data.

https://U.S. Data Security (“USDS”) is a standalone department of TikTok in the https://U.S. This new security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep https://U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and user data in the https://U.S., so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.

TikTok is seeking an IT Incident Management Specialist to join our team. As an IT Incident Manager for TikTok, you will be responsible for ensuring that high priority incidents are resolved promptly and that the business impact of these incidents is minimized. You will also be responsible for documenting incidents and tracking them to resolution, and for collaborating with other IT teams to identify and resolve the root cause of incidents.

Responsibilities:

• Incident Response:
  • Identifying and categorizing incidents according to priority and severity.
  • Take ownership of technical escalations and high priority incidents related to TikTok/Bytedance platforms and services. Lead incident response teams during cross-entity incidents.
  • Documenting incidents and tracking them to resolution.
  • Collaborating with other IT teams to resolve incidents and identify and resolve the root cause of incidents.
  • Providing on-call support for incident management issues, as needed.
  • Ensuring that incidents are resolved in accordance with established incident management processes and procedures.
  • Communicating incident status to stakeholders, including business leaders and customers, ensuring that communication is clear, timely, and accurate.
• Incident Management Documentation:
  • Documenting incidents and tracking them to resolution.
  • Maintaining incident management documentation, including incident reports, incident response procedures, and incident management metrics and reporting.
  • Ensuring that incident documentation is accurate and up-to-date.
  • Operationalize incident management plans, technology, capabilities, and services
• Incident Management Process Improvement:
  • Identifying opportunities to improve incident management processes and procedures.
  • Collaborating with other IT teams to implement process improvements to resolve problems and facilitate the steps required to eliminate problems from the production environment permanently.
  • Monitoring incident management metrics and reporting to identify areas for improvement.
  • Participating in incident management process improvement projects.
  • Assist in the development and improvement of TikTok’s Incident, Change, and Problem Management processes and framework.
• Incident Management Ongoing Training:
  • Participating in incident management training to ensure that incident management team members are properly trained.
  • Collaborating with other IT teams to develop incident management training programs.
  • Ensuring that incident management team members are aware of and understand incident management processes and procedures.
  • Providing feedback to other incident management team members to ensure that performance expectations are being met.
  • Bachelor's degree in Computer Science, Information Technology or related field or equivalent work experience.
  • 2+ years of experience in IT incident management.
  • Experience with ITIL incident management processes and procedures.
  • Excellent communication skills, both written and verbal.
  • Must be able to present complex data to both technical and non-technical consumers effectively.
  • Strong analytical and problem-solving skills.
  • Ability to work well under pressure and in a fast-paced environment.
  • Ability to multitask, prioritize tasks, and handle pressure well in a fast-paced environment
  • Ability to work independently and collaboratively as part of a team.
  • Must be willing to participate in on-call support for incident management issues.

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

TikTok is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://usds.accommodations@https://tiktok.com The hourly rate range for this position in the selected city is $https://49.23- $https://77.88.​Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units.​At ByteDance/TikTok our benefits are designed to convey company culture and values, to create an efficient and inspiring work environment, and to support ByteDancers to give their best in both work and life. We offer the following benefits to eligible employees: ​We cover 100% premium coverage for employee medical insurance, approximately 75% premium coverage for dependents and offer a Health Savings Account(HSA) with a company match. As well as Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life and AD&D insurance plans. In addition to Flexible Spending Account(FSA) Options like Health Care, Limited Purpose and Dependent Care. ​Our time off and leave plans are: 10 paid holidays per year plus 17 days of Paid Personal Time Off(PPTO) (prorated upon hire and increased by tenure) and 10 paid sick days per year as well as 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.​We also provide generous benefits like mental and emotional health benefits through our EAP and Lyra. A 401K company match, gym and cellphone service reimbursements. The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​