Incident and Problem Management Specialist

Who we are  

We’re a passionate engineering, platform, and operations team, developing and supporting ground-breaking products. Together, we’ll build for the future, creating more opportunities for wellness businesses around the world to help their customers lead full, healthy lives. We push ourselves and our company to always strive for this higher purpose, recognizing the power in working together toward the same goal. We believe in building a diverse company where everyone feels safe bringing their authentic selves to work. And we believe that the secret to success is our people. Join the team, and let’s see what we can accomplish together!  

Your role 

As an Incident & Problem Manager, you will be a part of a team that is transforming how incidents and problems are managed for Mindbody. Your focus will be on managing the incident lifecycle and governing the retrospective process so that our products remain highly available. You will lead complex projects that require multiple areas of technical expertise. You’ll pursue continuous improvement to help Mindbody achieve its mission: Powering the world’s fitness and wellness businesses and connecting them with more consumers, more effectively, than anyone else. 
 

You’ll likely spend time working on: 

• Leading the end-to-end process for Mindbody incidents and retrospectives 
• Communicating effectively to all Mindbody customers; internal & external 
• Generating incident & performance metrics for KPI reporting  
• Conducting incident readiness activities to preserve operational excellence 
• Participating in the strategic planning and operational design for incident and problem management  
• Participating in on-call rotation for after-hours incident support 

About the right team member 

You love to dig into issues and solve problems. You know the best platform is created through collaboration and iteration and you’re looking for the right opportunity, and the right team, to expand your experience. You seek feedback because it can turn good work into great work. You possess strong problem solving, analytical and time management skills], you value simplicity, and you strive to eliminate unnecessary complexity. 

At Mindbody, we value team members who are curious, practical, and-openminded, and who care about our product, their teammates, and their own personal growth. We’re faced with an interesting set of technical challenges, and we believe in giving our team the freedom to create solutions based on their unique perspective.  

Much of our team comes from non-traditional computing backgrounds. In bringing together diverse voices, we’ll build a better product, and a better company. We care less about which languages or frameworks you know, and more that you’re excited to produce high-quality output and be consciously evolving. We work in cross-functional, collaborative teams focused on impact. We work very closely with our brilliant product team to deliver a world-class user experience, and ultimately to empower our users to create and grow successful businesses.

You’ll thrive in this role with 

• Experience in Incident/Problem Management preferably for a SaaS company 
• Excellent written and verbal communication skills, including the ability to translate technical concepts for non-technical audiences 
• Strong facilitation and leadership skills 
• Experience prioritizing and multi-tasking while working under minimal supervision 
• A propensity to work and collaborate with cross-functional teams to drive results 

Technologies you’ll be working with  

While we value experience with these technologies, we’re primarily looking for team members with strong technical skills and the ability to quicky pick up new technologies. 

• ServiceNow 
• Statuspage.io 
• Slack 
• Azure DevOps (ADO) 
• Pendo 
• Microsoft Office 

Pay transparency 

It is Mindbody’s intent to pay all Team Members competitive wages and salaries that are motivational, fair and equitable. The goal of Mindbody’s compensation program is to be transparent, attract potential employees, meet the needs of all current employees, and encourage Team Members to stay with our organization. 

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. 

The base salary range for this position in the United States is $92,000 to $138,000. The total compensation package for this position may also include performance bonus, benefits and/or other applicable incentive compensation plans.