Sr. Incident Commander

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people's lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign's Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

The Sr. Incident Commander is responsible for keeping all user-facing services and other Docusign production systems running smoothly. You are a blend of pragmatic operators and software craftspeople that apply sound engineering principles, operational discipline, and mature automation to our operating environments and the Docusign codebase.

The Sr. Incident Commander specialize in systems (e.g., operating systems, storage subsystems, networking) while implementing best practices for availability, reliability and scalability, with varied interests in algorithms and distributed systems.

This position is an individual contributor role reporting to the Director of Software Engineering.

Responsibility

• Participate in a rotational shift 24/7/365 to respond to incidents that impact
  Docusign availability, and provide support for service engineers with customer incidents
• Use your on-call shift to prevent incidents from happening
• Run our infrastructure with Azure DevOps, Terraform, CI/CD
• Build monitoring that alerts on symptoms rather than on outages
• Document every action so your findings turn into repeatable actions and then into
  automation
• Use and improve the Docusign product as much as possible
• Improve operational processes (e.g., deployments) to make them as hands-off as
  possible
• Design, build and maintain core infrastructure that enables Docusign scaling to support hundreds of thousands of concurrent users
• Debug production issues across services and levels of the stack
• Plan the growth of Docusign's infrastructure

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• 8+ years experience in Site Reliability Engineering, including leadership of major incidents and high-severity situations
• Experience in C#
• Experience with monitoring platforms and applications like Prometheus, Grafana,
  Azure Data Explorer, and PagerDuty
• Experience with cloud and on-premise system architecture and design
• Experience with Azure DevOps, Terraform, or similar technologies
• Experience with troubleshooting techniques and problem-solving in a 24x7x365
  environment

Preferred

• Ability to operate configuration management to effectively manage infrastructure
• Ability to contribute to CI/CD for automation
• Ability to manage, configure, and solve operating system issues, storage, networking, and administer high-availability data clusters
• Ability to implement engineering practices: availability, reliability and scalability, and disaster recovery
• Ability to use and contribute code to Git
• Experience with a variety of coding languages
• Experience in a SDLC environment using agile methodologies to drive projects
• Ability to self-organize and report asynchronously
• Experience creating and updating runbooks and general documentation
• Experience completing RCA investigations and perform readiness reviews
• Ability to improve team practices through code reviews, handoffs of work and incidents
• Ability to maintaining good relationships with other engineering teams that help improve the product
• Willing to proactively step in and do the right thing while providing candid
  and constructive feedback

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $141,700.00 - $227,825.00 base salary

Illinois and Colorado: $137,100.00 - $193,725.00 base salary

Washington and New York (including NYC metro area): $137,100.00 - $200,125.00 base salary

Washington DC: $141,700.00 - $200,125.00 base salary

This role is also eligible for bonus, equity and benefits.

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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