Lead the identification, triage, escalation, and resolution of incidents to minimize customer and business impact.
Act as the incident commander during major incidents, facilitating and managing incident bridge calls.
Ensure incidents are acknowledged, tracked, escalated, and resolved in accordance with established SLAs.
Prioritize incidents effectively, balancing high- and low-severity issues.
Escalate incidents appropriately when thresholds or risks are exceeded.
Provide timely, clear, and professional communication to internal stakeholders throughout the incident lifecycle.
Coordinate with Engineering, CloudOps, Security, vendors, and data center partners during incident response.
Ensure accurate documentation and reporting of incident status, timelines, and outcomes.
Develop, maintain, and improve incident management processes, procedures, runbooks, and playbooks.
Identify gaps in documentation and incident workflows and drive corrective actions.
Conduct or oversee post-incident reviews and root cause analyses (RCA).
Track and report on incident KPIs, trends, and systemic issues.
Analyze incident data to identify recurring problems and opportunities for improvement.
Support the ongoing maturity of NetDocuments’ incident management and operational resilience practices.
Oversee and support incident response teams during active incidents.
Train and mentor team members on incident processes, tools, and best practices.
Promote a calm, professional, and accountable incident response culture.

Requirements

5+ years of experience in incident management, production support, NOC, SRE, or cloud operations roles.
Demonstrated experience leading major incident response efforts in a production, cloud-based environment.
Proven ability to lead incident bridge calls and coordinate cross-functional response teams under pressure.
Strong analytical and problem-solving skills with exceptional attention to detail.
Solid understanding of incident management, problem management, and corrective action processes.
Technical knowledge of Linux and Windows environments.
Ability to remain calm, organized, and effective during high-severity incidents.
Excellent communication and interpersonal skills with the ability to engage stakeholders at all levels.
Strong organizational and time management skills with the ability to manage multiple incidents simultaneously.
Willingness and ability to train and support team members as needed.

Benefits

📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementproduction supportNOCSREcloud operationsLinuxWindowsproblem managementcorrective action processesincident response

Soft Skills

analytical skillsproblem-solving skillsattention to detailcommunication skillsinterpersonal skillsorganizational skillstime management skillscalm under pressurementoringprofessionalism