About the Role
The position is responsible for overseeing the end-to-end management of incidents and escalations, ensuring adherence to response timelines, accurate documentation, and effective stakeholder communication. The specialist acts as a central point of contact during critical events and drives resolution efficiency across technical teams.
Responsibilities
- Monitor and respond to system alerts and service disruptions
- Classify and prioritize incidents based on impact and urgency
- Initiate escalation procedures according to defined protocols
- Coordinate communication between technical teams and stakeholders
- Maintain accurate incident records and status updates
- Ensure resolution timelines align with service level agreements
- Track incident progress from detection to closure
- Identify recurring issues and recommend preventive actions
- Support root cause analysis efforts for major incidents
- Facilitate incident review meetings and post-mortem discussions
- Provide regular status reports during ongoing incidents
- Verify resolution effectiveness before closing tickets
- Collaborate with engineering teams to address technical failures
- Document escalation paths and update contact lists
- Ensure compliance with operational policies and standards
- Maintain situational awareness during high-pressure events
- Assist in developing and refining incident response playbooks
- Validate alert accuracy and reduce false positives
- Escalate unresolved issues to appropriate management levels
- Promote consistent use of incident management tools
- Support training initiatives for incident response procedures
- Monitor service health across multiple platforms
- Ensure timely handover of incidents during shift changes
- Contribute to continuous improvement of escalation workflows
- Maintain confidentiality of sensitive incident details
Compensation
Competitive salary and benefits package commensurate with experience
Work Arrangement
Hybrid work model with partial remote availability
Team
Part of a global operations team focused on service reliability
Security Requirements
- Applicant must be eligible to access systems requiring U.S. person status as defined by ITAR regulations
- Position may require passing a security screening process
- Handling of sensitive operational data is a core responsibility
Not available for this position
