The Role:

Intersection is revolutionizing the way information is shared in public spaces to ease and enrich people’s journeys through their cities and connect them to their communities. We connect brands with people where they are via relevant and impactful experiences, and we earn the trust of our partners through our shared mission, working together to build the foundation for a connected future.

As an Incident and Problem Manager at Intersection, you will be responsible for managing the entire incident and problem lifecycle. That responsibility entails augmenting current issue tracking systems and workflows to provide more detailed and consistent data related to issues. It includes facilitating post-mortems, analyzing incident and outage data to identify trends, working with engineers and product owners to remediate issues and improve current products based on your analysis. You will define our vision for how Intersection approaches the continual improvement of our core products based on data from unexpected or unplanned events. You will help us ensure we have the right level of urgency, provide communication to stakeholders, and take steps to resolve issues quickly.

What you will accomplish:

• Work with LinkNYC and IT Services to define and improve upon existing incident management processes
• Help facilitate post-mortems, after an incident, and collect a set of corrective actions
• Look for trends in failure data, corrective actions, and business impact to help produce reports for product owners to prioritize work
• Based on experience and themes in failure scenarios work with the executive technical team to drive continual improvement throughout our platforms
• Coach teams on conducting post-mortems and on how to best utilize incident and problem management data

What we are looking for:

• BA/BS in Computer Science, Engineering, related technical field, or equivalent experience
• Incident and problem management and/or software and data analytics experience in an agile, rapid deployment environment
• You have a passion for driving continual improvement through data
• Experience using software (R, Python, etc), or services/methods, for data analysis
• Familiarity with Kanban, Scrum, XP, or similar Agile software development practices
• Experience working at an e-commerce or content delivery and the ability to quickly learn
• Strong communication skills, personable attitude, well organized, and good mediation skills
• Excellent written and oral communication skills
• Excellent organizational and analytical skills with strong technical abilities

About Intersection:

We are revolutionizing the way information is shared in public spaces.

Intersection connects the digital and physical worlds to ease and enrich people’s journeys through their cities. Whether offering public services like free Wi-Fi and calling, providing people with useful information to get where they’re going, or simply brightening their day with native content that can be interactive and location-specific, our products help people engage with their communities and the cities around them.

Our wide-ranging expertise includes technology and design solutions; advertising innovation, production, and sales; and operations, maintenance, and support. We pair our human-centered methodology with cutting-edge technology, from virtual and augmented reality to machine learning, conversational commerce, and more. Whether partnering with private developers to create unforgettable experiences in neighborhoods and districts, with urban transit systems to revolutionize commuting and travel, or with municipalities and city agencies to transform how they connect with residents and visitors, our solutions are scalable platforms on which our clients can build the future.

Intersection was formed in 2015 as a merger between Titan, the largest municipal out of home company, and Control Group, a leader in technology and design innovation. We are backed by Sidewalk Labs, Alphabet’s urban technology company.

Intersection is an Equal Opportunity Employer.