Senior Incident Response Analyst

Overview:

• Role supports hosted customers during major incidents, coordinating responses and ensuring resolution.
• Focus on Sev1 and Sev2 incidents, problem management, and root cause reviews.

Responsibilities:

• Manage Major Incident process activities and communicate status across stakeholders.
• Record and classify incidents, associate with other records, and drive technical action plans.
• Partner with problem management on RCA and delegate information to technical teams.

Requirements:

• Minimum 2 years in major incident management with strong communication skills.
• Experience with APM tools like DataDog, and knowledge of IT service management processes.
• Ability to troubleshoot complex infrastructure including AWS, hyper-converged systems, and virtualized environments.

Work Environment:

• Remote role based in the US, with occasional on-call rotation.
• May require sitting/standing for long periods and working across multiple time zones.