Senior Technician, Production Services Operations

Who We Are

Sirius

XM and its brands (Pandora, Sirius

XM Media, Ads Wizz, Simplecast, and Sirius

XM Connect) are leading a new era of audio entertainment and services by delivering the most compelling subscription and ad-supported audio entertainment experience for listeners in the car, at home, and anywhere on the go with connected devices. Our vision is to shape the future of audio, where everyone can be effortlessly connected to the voices, stories and music they love wherever they are.

SiriusXM is the leading audio entertainment company in North America, and the premier programmer and platform for subscription and digital advertising-supported audio products. Sirius

XM’s platforms collectively reach approximately 150 million listeners, the largest digital audio audience across paid and free tiers in North America, and deliver music, sports, talk, news, comedy, entertainment and podcasts. Pandora, a subsidiary of Sirius

XM, is the largest ad-supported audio entertainment streaming service in the U.S. Sirius

XM s subsidiaries Simplecast and Ads Wizz make it a leader in podcast hosting, production, distribution, analytics and monetization. The Company’s advertising sales organization, which operates as Sirius

XM Media, leverages its scale, cross-platform sales organization and ad tech capabilities to deliver results for audio creators and advertisers. Sirius

XM, through Sirius

XM Canada Holdings, Inc., also offers satellite radio and audio entertainment in Canada. In addition to its audio entertainment businesses, Sirius

XM offers connected vehicle services to automakers.

The Production Services Operations Team is made up of an agile group of 24x7 responders, prepared to handle Technical Incident Management and provide Operational Support for the entire Technology Org. The Senior Lead is responsible for monitoring, triage, incident management and technical support of the Sirius

XM Consumer Brands in order to provide the best experience for the Customers and the business at large.

• Responsible for guiding all problems through the incident management process
• Problem Intake
• Triage and Investigation
• Internal Business Stakeholder communications
• Resolver Escalation
• Resolution Validation
• Problem Management
• Daily Technical Operations
• Software Deployments
• System Alarm Management
• Operational Record Keeping and Documentation Maintenance
• Collaboration with Subject Matter Experts across the Organization for Continuous Improvement Opportunities

• Associate Degree, Technical School or military training in computer systems management and monitoring or related area of equivalent experience.
• 4 years of experience working in a 24x7x365 multi-shift environment where the main focus is monitoring and incident management.
• Practical hands-on experience with trouble ticket systems, network monitoring tools, and familiarity with incident management processes.
• Must possess the ability to take initiative and deliver through ambiguity.
• Excellent interpersonal skills and ability to interact effectively with staff at all levels
• Excellent written and verbal communication and presentation skills
• Excellent organizational skills and attention to details
• Ability to work independently and on a team in a fast-paced environment
• Strong time management skills, with the ability to prioritize and multitask
• Must be available to work a flexible schedule including weekends, holidays, and overnight shifts
• Thorough knowledge of Slack, Zoom and Google Suite
• Working knowledge of Service Now and Atlassian Suite, including Ops Genie, is a plus
• Familiarization with streaming technologies
• Ability to generate technical operational documentation and standard operating procedures in support of incident management processes
• This position requires the use of information or access to hardware which is subject to the International Traffic in Arms Regulations (ITAR). As required by ITAR, to perform this position you must be a U.S. Citizen, U.S. Permanent Resident (i.e., ‘Green Card Holder’), Political Asylee, or Refugee.

At Sirius

XM, we carefully consider a wide range of factors when determining compensation, including your background and…