Description

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

This role is on-site.

Responsibilities

• Lead incident triage and major incident bridge calls, documenting actions for Post-Incident Reviews (PIRs).
• Drive rapid detection and escalation to meet incident response goals and support Root Cause Analysis (RCA).
• Build and maintain SOPs, knowledge articles, and known error content to improve L1 team effectiveness.
• Identify repetitive issues and create scripts or 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 tools such as Dynatrace, Grafana, or Azure Monitor.
• Proficiency in scripting and automation using PowerShell, Python, and/or Bash.
• Experience supporting or coordinating major incident resolution and stakeholder communications.
• Familiarity with ITSM tooling, specifically ServiceNow workflows.
• Proven ability to provide escalation support and guidance to junior and Tier 1/2 teams.
• Exceptional verbal and written communication skills for documenting reports and analyses.

Key Skills

Education

Any Gradute