Incident Response Analyst

The Job At-A-Glance:

We are looking for an Incident Response Analyst who is passionate about structured problem-solving, clear communication, and operational excellence. This role plays a key part in our global incident management process by coordinating the response to moderate-severity service impacts and assisting senior Incident Managers during high-severity events. 
 
In this position, you will lead bridge calls for Sev 3 and Sev 4 incidents and assist with coordination, documentation, and communication during Sev 1 and Sev 2 events. You will also support Problem Management by contributing to post-incident reviews, root cause documentation, and tracking corrective actions through resolution. 
 
If you are looking for a role that blends technical understanding, cross-team coordination, and opportunities to grow into senior incident or problem management roles, this may be the right fit for you. 
 
You will spend some of your days managing lower-severity incidents in a fast-paced environment with multiple stakeholders and partners. You will spend other days assisting with post-incident reviews, tracking corrective actions, and improving our ability to detect, escalate, and report on service-impacting events. 

A Typical Day:

• Lead coordination and restoration efforts for Sev 3 and Sev 4 incidents, ensuring timely engagement of resolver teams and clear stakeholder communication. 

• Assist senior Incident Managers during Sev 1 and Sev 2 incidents, supporting bridge facilitation, impact assessment, and event documentation. 

• Participate in incident triage, leveraging monitoring and alerting tools to help identify scope, impact, and potential root causes. 

• Provide concise and accurate incident updates to internal and external stakeholders throughout the event lifecycle. 

• Document incident timelines, contributing factors, and lessons learned using standard templates and tracking systems. 

• Support Problem Management activities by drafting post-incident summaries, assisting with root cause analyses, and tracking action items to closure. 

• Partner with engineering, infrastructure, and operations teams to identify opportunities for improved detection, escalation, and communication practices. 

• Collaborate with process owners to enhance incident and problem workflows using Atlassian tools such as Jira and Confluence. 

• May be required to participate in an on-call rotation to support incident response activities outside of standard business hours. 

• Demonstrate composure, professionalism, and focus during time-sensitive events. 

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Bring Your Passion, Do What You Love. Here’s What We’re Looking For:

• Typically requires a Bachelor’s degree in (relevant degree) and a

  minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience

• 2–3 years of experience in IT Operations, System Administration, or similar support roles within a 24x7 environment. 

• Working knowledge of Windows Server environments, AWS services, and the HashiCorp ecosystem (Nomad, Consul, Vault, Terraform). 

• Familiarity with Atlassian tools (Jira, Confluence) for workflow management and documentation. 

• Understanding of incident and problem management frameworks such as ITIL (Foundation certification preferred). 

• Strong analytical and organizational skills with excellent attention to detail. 

• Effective communication skills with the ability to translate technical findings into clear, business-relevant updates. 

• Ability to remain calm under pressure and collaborate effectively with technical and business teams. 

• Self-motivated and adaptable, with a strong sense of ownership and accountability.