Senior Incident Response Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and coordinate activities related to the Major Incident process.

• Assist in Major Incident Management reporting, encompassing KPIs and customer SLAs.

• Ensure consistent execution of the Major Incident Management process.

• Engage with both internal and customer stakeholders to provide updates on status, resolutions, and success criteria approvals.

• Document and categorize incidents while working efficiently to restore disrupted services.

• Maintain records of incident timelines, activities, resources, and assets.

• Link incidents to associated incidents, changes, problems, knowledge articles, and known errors.

• Collaborate with Problem Management for root cause analysis and delegate information requests to technical teams.

• Develop, define, and manage Technical Action Plans for significant incidents.

• Primarily focus on Sev1 and Sev2 incidents, partnering with Problem Management, conducting root cause reviews, and handling internal escalations.

• Work collaboratively with technical and support teams.

⛳️ Requirements

• At least 2 years of experience in a major incident management position.

• Proven ability to apply methods and techniques for assessing and managing escalated incidents.

• Exceptional written and verbal communication skills.

• Experience liaising with all levels of management and discussing issues related to people, processes, and technology.

• Solid understanding of ITSM processes within IT Operations.

• Familiarity with Incident Management, Problem Management, and Change Management processes.

• Experience with Datadog or other Application Performance Management (APM) tools such as AppDynamics, New Relic, Dynatrace, or SolarWinds.

• Capability to troubleshoot hyper-converged infrastructure, software-defined networks, hybrid cloud environments, AWS cloud environments, virtualized environments, Unix, and Windows operating systems.

• Strong interpersonal skills and ability to work effectively in a team.

• Willingness to participate in an on-call rotation.

• Ability to operate across multiple time zones in a hybrid or remote work setting.

• May be required to undergo a pre-employment criminal background check.

🏝️ Benefits

• Travel may be necessary depending on company needs.

• Reasonable accommodations available for individuals with disabilities.

• Commitment to equal opportunity and workforce diversity.