Senior Incident Response Analyst

Location: Remote, United States; work across multiple time zones in a hybrid or remote environment; occasional travel may be required based on company needs.

Annual US base salary: $115,000–$130,000.

Company

AI-powered operational infrastructure is provided for health insurance companies to modernize operations and improve financial performance.

What you will do

• Coordinate and manage the Major Incident Management process, primarily for Sev1 and Sev2 incidents.
• Record, classify, triage, and work to restore failed services efficiently while documenting timelines, activities, resources, and assets.
• Communicate incident status, resolution, and success criteria with internal and customer stakeholders across technical and support teams.
• Maintain incident relationships with changes, problems, knowledge articles, known errors, and other relevant records.
• Partner with Problem Management on root cause analysis and delegate information requests to technical resources.
• Create and manage technical action plans, reporting KPIs and customer SLAs for major incidents.

Requirements

• At least 2 years of experience in a major incident management role.
• Demonstrated use of methods and techniques for assessing and managing escalated incidents.
• Strong written and oral communication skills, including experience communicating issues involving people, processes, and technology with all levels of management.
• Good understanding of ITSM processes within IT Operations.
• Knowledge of Incident Management, Problem Management, and Change Management processes when handling escalated incidents.
• Experience using Datadog or other APM tools such as AppDynamics, New Relic, Dynatrace, or SolarWinds to triage issues and alerts.
• Ability to troubleshoot hyper-converged infrastructure, software-defined networks, hybrid cloud environments, AWS environments, virtualized environments, and Unix and Windows operating systems.
• Strong interpersonal and teamwork skills.
• Ability to participate in an on-call rotation.

Culture & Benefits

• Full-time, permanent employment.
• Remote work across multiple time zones in a hybrid or remote environment.
• Reasonable accommodations are available for individuals with disabilities.
• Pre-employment criminal background checks may be required.