Incident Response Analyst 2

** 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.