Business Continuity/Incident Response Principle Program Manager (Boston, Massachusetts, US) at Dynatrace

Your role at Dynatrace

As an Incident Response Program Manager, your role will be critical & high visibility, supporting the organization’s response to critical IT and business-impacting incidents, coordinating cross-functional teams and ensuring timely resolution to minimize business disruption and maximize employee, customer, and investor community trust. This role requires a blend of hands-on technical expertise, strategic program development, project management, and strong cross-functional collaboration.

Key Responsibilities:

• Support incident lifecycle, from detection and assessment to resolution & post-incident review, ensuring appropriate level of urgency from stakeholders.
• Coordinate activities and communications of cross-functional teams, involving third parties as necessary, and in conformance with the Dynatrace Incident Response Plan.
• Keep and maintain formal incident documentation throughout the incident lifecycle.
• Hold incident team members and key providers accountable for delegated action items during an incident.  
• Coordinate the activities of the Incident Response Team for security and business continuity events.
• Work with Legal & communications teams to facilitate and compile frequent, high-quality communications to internal and external stakeholders, including executive staff.
• Support war rooms while establishing other temporary communication channels as warranted during an outage.
• Coordinate and manage post-mortem and root cause analysis exercises after incident resolution and integrate lessons learned into go-forward operations.
• Coordinate bi-annual testing cycles of the Incident Response & Business Continuity plan to ensure appropriate operational readiness, coverage & ownership, and process adherence.
• Drive the development and completion of additional Incident Response playbooks to better prepare Dynatrace for additional crisis management.
• Become a trusted advisor and partner to your business stakeholders.

What will help you succeed

Minimum Requirements:

• 8+ years of relevant experience.
• Bachelor’s degree & leadership experience required.  

Preferred Requirements:

• Experience in Incident Detection & Response in a high-tech SaaS environment. 
• Strong interpersonal leadership, presentation, and communication skills; sense of ownership & urgency.
• Candidate must have the ability to coordinate multiple disciplines while focusing on not only the immediate incident requirements, while also anticipating future steps of the incident lifecycle.  
• Thrive working under pressure. Candidate must demonstrate resilience and the capacity to maintain a constructive attitude during high-pressure situations.
• Excellent analytical and troubleshooting skills are required. Candidate should be able to demonstrate technical excellence by applying engineering principles to solve complex problems.
• Excellent contextual interpretation and writing skills, as well as an effective ability to summarize and communicate with technical and business audiences, are required. 

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. 
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. 
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
•  A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

Compensation and Rewards

DOE, salary $160K - $180K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.