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 two 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. If you're ready to do the greatest work of your life, come join us.

About the Role

Wing is looking for a System Event Manager to join our System Event Management team. This role is a remote based role in the United States.

This role is part of the System Event Management organization. This role 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 incidents. 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

• Lead during cross-functional incidents - orchestrating response efforts, making decisive real-time decisions, and coordinating all necessary stakeholders to safely and efficiently resolve issues
• Manage first level investigation and triage of reported issues in order to determine the impacted systems and coordinate appropriate stakeholders to mitigate any effects
• Thoroughly and carefully document all response actions taken as well as basis for resolution via incident management tooling systems
• Document details, outcomes, and lessons learned from incidents and support documentation of standard solutions per engineering instruction for internal teams
• Recommend procedural improvements and features based on lessons learned from system events
• Assist in creating incident management policies, procedures, and other documentation
• Assist in establishing tooling requirements for incident management
• Assist in creating and delivering training materials for incident management processes to internal teams
• Support tracking and close out of incident investigations and reports
• Travel between Wing sites as needed

What You’ll Need

• 3 - 6+ years of direct experience managing incidents, having served as an Incident Commander or lead responder for high-severity, cross-functional incidents within a complex operational environment.
• Bachelor's degree in a directly related field or equivalent practical experience
• Confident and sound 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 program management, operations process development and emergency or incident response

Physical Requirements

• *Ability and willingness to work a [5 or 7] day rotating shift schedule, which may include nights, weekends, and holidays

Wing is an equal opportunity employer and it is Wing's policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity. Employment at Wing is based solely on a person's merit and qualifications directly related to professional competence. Wing does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.

If you have a need that requires accommodation during the interview process due to a disability or special need, please let us know by completing our Candidate Accommodations Request Form.