Description

You will own incident coordination and operational support for critical infrastructure systems.

Responsibilities

• Serve as Incident Coordinator for triage and major incidents, running bridge calls and documenting actions for PIRs.
• Drive incident triage and escalation to meet rapid detection goals and support RCA and communications.
• Build and maintain SOPs, knowledge articles, and known error content to improve L1 effectiveness.
• Identify repetitive issues and create scripts/runbooks (PowerShell/Python/Bash) to automate detection and remediation.
• Track and report operational KPIs, including MTTD/MTTR and major incidents avoided.

Required Skills

• 8+ years in IT operations, incident management, or application support in a 24/7 environment.
• Hands-on experience with observability/monitoring tools like Dynatrace, Grafana, and/or Azure Monitor.
• Experience supporting or coordinating major incident resolution, including stakeholder communications.
• Proficiency in scripting/automation using PowerShell, Python, and/or Bash.
• Familiarity with ITSM tooling and workflows, specifically ServiceNow.
• Exceptional verbal and written communication skills for documenting reports and analyses.
• Proven ability to provide escalation support and guidance to junior and Tier 1/2 teams.
• Bachelor’s degree in a related field or equivalent experience.

Key Skills

Education

Any Gradute