Incident Command I

What you'll do

• Lead cross-functional response teams to manage and resolve high-priority incidents across integrated SaaS and hardware architectures.
• Assign technical resources and manage operational communications between internal engineering, on-call support, and third-party providers.
• Prepare and distribute clear incident notifications and executive alerts to internal leadership and external stakeholders.
• Translate complex technical incident details into accessible business-impact terms for customers and executive leadership.
• Facilitate post-incident reviews and after-action reports within 72 hours to drive root-cause analysis and remediation.
• Identify recurring incident patterns and collaborate with engineering teams to implement systemic fixes.
• Update and refine incident runbooks, playbooks, escalation workflows, and process documentation across the product ecosystem.

What we're looking for

• High School Diploma or GED.
• 3+ years of experience in technical support, incident management, or IT operations.
• Legal authorization to work in the U.S. indefinitely.
• Bachelor's degree or equivalent practical experience in technical support, incident management, or IT operations (encouraged).
• Technical troubleshooting skills for SaaS applications, network protocols (TCP/IP, HTTP, DNS), and complex system architectures.
• Proficiency with observability tools like Kibana or ELK stack, and incident software like PagerDuty, ServiceNow, Jira, and Confluence.
• Experience in stakeholder management, incident response, and preparing Root Cause Analysis (RCA) and postmortem documentation.
• Experience with incident management in a cloud or SaaS environment (preferred).