Are you looking for an opportunity where your skills and enthusiasm make a difference and where your voice will be heard? At RingCentral our award-winning environment is high-energy, team-oriented and committed to providing world-class service for its customers. We're the #1 global cloud-based, communications provider, growing at more than 30% annually and we're looking for team-members with an entrepreneurial spark! 

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

RingCentral is the largest and fastest-growing pure-play provider in this space, with a market capitalization of over $6 billion. With +$600 million run rate, RingCentral is projected to reach $1billion by 2020. Examples of Wall Street analyst quotes post Q3 earnings:

• Craig Hallum: "Predictably Exceptional Results – We've Come To Expect Nothing Less."
• Deutsche Bank: "Executing like a Well-Oiled Machine."
• Jeffries: "Firing On All Cylinders."
• Northland: "As UCaaS Market Evolves, RNG Excels"

We're creating cool, disruptive products and we need your help!

Job Type: Full-Time | Location: Denver, CO
Job Description:
RingCentral is seeking a seasoned IT Problem, Incident & Crisis Administrator professional to be responsible for event analysis including but not limited to auditing network, system and service availability trends, following incident management process, documenting all aspects of an incident and event correlation, collaborating with all stakeholders of an incident to ensure timely response and thorough communication. This role reports into the IT Infrastructure and Operations organization focusing on risk, incident, problem management to enable transformation, growth, maturity and scale. You will lead incident management and process engineering that are foundational and help scale our core infrastructure and operations capabilities. You will work cross-functionally with IT and internal business partners to restore service outages for our unique internal business needs. A successful candidate will have experience operating in high-pressure situations, a proven ability to handle competing priorities and possess a high level of discipline while remaining flexible.

Responsibilities:

• Provides overall communication and interfaces with all stakeholder affected by the including cross-functional stakeholders and vendors.
• Become a trusted partner and accepted into the team's inner circle of influence
• Orchestrate and facilitate the development of playbooks for IT incident, change and problem management.
• Understand operational issues and opportunities and help drive technical solutions.
• Participate and lead incident management during service outages to understand current processes and drive restoration of services quickly to end users while minimizing impact.
• Facilitate major retrospectives and publish documentation which includes but not limited to incident summary, timeline, impact, workaround, root cause, corrective actions, and lessons learned/preventative measures.
• Work closely with incident & change management to ensure proper risk mitigation plans are in place to prevent incidents, service outages.
• Understand and recommend solutions such as replacement/upgrade of existing tools/applications, self-help guides, process improvements, knowledge base, etc. to eliminate incidents and service requests.
• Recommend and implement process changes to improve handling of incident, change, and problem management using ITIL and ITSM best practices.
• Develop, track and report on key incident and problem management metrics.
• Participate in RingCentral's overall business continuity and disaster recovery programs.
• Contribute to a culture of root cause analysis and incident/service request reduction solutions.
• Ensure proper documentation is in place for all processes and procedures.
• May be required to be on call 24x7 during incidents and escalations.

 
Qualifications:

• Knowledge and experience with ITIL Service Management Practices
• Minimum of 5 years proven experience as an incident and problem manager
• Experience controlling and leading teams through a major incident/service outage
• Experience with helping an organization mature with respective input deliverables (e.g., risk management, root cause analysis, preventive measures, lessons learned and retrospectives).
• Ability to lead under pressure, adapt to change, cope with uncertainty and risk and make decisions based on limited available information.
• Proven leader with the ability to drive open consensus and facilitate with multiple teams
• Strong facilitation, interpersonal, and teamwork skills are required
• Ability to work with little or no supervision from direct manager
• Excellent customer service and communication-oriented skills with the ability to handle sensitive and challenging situations with a calm and methodical approach.
• Self-motivated individual capable of working in a face-paced, dynamic environment
• Detail and results oriented; skilled at both planning and hands-on execution
• Ability to excel in a team-oriented, collaborative, and fast-paced environment
• Excellent documentation, written, verbal, and presentation skills

 
Minimum Education and Experience:

• Bachelor's degree in Information Technology, CS, MIS, Business, or related field
• ITIL 4 or v3, Security, Network or Systems based certifications a plus
• 8+ years of experience in IT or engineering
• 4+ years of IT Incident Management or equivalent IT infrastructure experience
• 2+ years experience presenting IT solutions to executives

 
Preferred Education and Experience:

• Master's in Computer Science, Engineering, or Business Administration
• Public speaking
• Security and compliance background
• People management

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to work better together from any location, on any device, and via any mode to serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows.

RingCentral is headquartered in Belmont, California, and has offices around the world. 

RingCentral is an equal opportunity employer that is committed to workplace diversity.