Job Description

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.

Incident Response Analyst II