Incident Response Analyst II

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.

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