Incident Response Analyst II

Knowledge, Skills & Abilities:

Core Responsibilities

• Monitor operational alarms and respond to incidents in accordance with defined SOPs, MOPs, and runbooks.
• Handle cloud tickets and support routine operational activities with strong attention to SLA compliance and ticket hygiene.
• Participate in incident triage, escalation, coordination, and resolution activities.
• Support shift handovers and maintain service continuity across operations.
• Maintain accurate operational records, reports, and documentation.
• Collaborate with internal teams, SREs, vendors, and stakeholders to support smooth daily operations.
• Identify process gaps and contribute to continuous improvement initiatives.
• Support knowledge base maintenance, operational reviews, and reporting activities.

Additional Responsibilities for More Senior Candidates

• Serve as a first-level escalation point of contact for operational issues.
• Guide major incident handling and support bridge calls when needed.
• Oversee workload distribution and operational execution across shifts.
• Coach junior team members and provide structured guidance and feedback.
• Help drive process standardization, documentation quality, and operational excellence.
• Act as backup team lead or operational coordinator when required.

Requirements / Qualifications

Must-have Qualifications

• Bachelor's degree or equivalent practical experience in Computer Science, Information Technology, Engineering, or a related field.
• Experience in operations, cloud support, network operations, technical support, or incident management environments.
• Familiarity with alarm monitoring, ticketing systems, escalation workflows, and operational support processes.
• Experience following or maintaining SOPs, MOPs, runbooks, or other structured operational documentation.
• Strong troubleshooting and problem-solving skills, with a structured and detail-oriented working style.
• Good communication and coordination skills, with the ability to work effectively across technical and non-technical stakeholders.
• Ability to work in a fast-changing environment and manage multiple operational priorities.
• Strong ownership, accountability, and execution mindset.

Nice-to-have Qualifications

• Experience acting as a shift lead, escalation point, or operational coordinator.
• Exposure to cloud infrastructure operations, service monitoring, or production support environments.
• Experience supporting major incident response and stakeholder communications.
• Experience maintaining documentation standards and improving operational workflows.
• Exposure to automation, scripting, or process optimization initiatives.
• Experience supporting reporting, metrics tracking, or service review preparation.
• Prior experience working with distributed teams, vendors, or regional support functions.

Preferred Qualifications

• Proven ability to work independently with minimal supervision.
• Experience mentoring team members or supporting onboarding and knowledge transfer.
• Strong stakeholder management skills and confidence in escalation scenarios.
• Interest in automation and continuous improvement of operational efficiency.
• High adaptability, learning agility, and willingness to challenge inefficient processes.
• Experience supporting projects or mini-projects under tight timelines.