Incident Response Coordinator
W2 Contract
Salary Range: $104,000 - $124,800 per year
Location: Cupertino, CA - Hybrid Role
Duties and Responsibilities:
- Act as the primary contact and source of information for an incident.
- Work jointly with Engineers, Operations, Service Providers, and Business and Finance Partners with the primary goal of rapid resolution in case of a service outage, degraded customer experience, impaired business process, or risk to regulatory compliance.
- Communicate fluently the status and impact of an ongoing incident, the expected completion time of open work streams, and their outcomes.
- Drive post-incident activities such as root cause analysis and remediation.
Requirements and Qualifications:
- Experienced in major incident response and triaging problems related to critical services and infrastructure, exhibiting ownership in investigating and resolving incidents.
- Adept at communicating effectively under pressure, including partner engagement and escalations, crafting high-quality stakeholder updates; ensuring timely and meaningful communications.
- Experienced as a driver or leading contributor in post-incident review and root cause analysis, using Five Whys and other methods to develop action items and lessons learned.
- Depth of knowledge and understanding of incident and problem management KPIs, metrics, and tooling; capturing critical incident data accurately and transforming metrics into valuable operational and business insights.
- Proactive and curious; analysis of trends in incident and problem reports to assist in eliminating recurring incidents, surfacing issues before they become critical, and increasing overall efficiency.
Preferred Qualifications:
- ITIL certification or equivalent work experience
- Experience in the Finance product space, such as Digital Payment services or Bank operations
- Ticket tracking via ServiceNow, Jira, Remedy, or similar tooling
- Data analysis and visualization using Excel, Numbers, Tableau, or similar tooling
- Splunk log query syntax and optimization
- Knowledge of the software development lifecycle (SDLC) and its phases
- Production support in both on-prem data center and cloud computing environments
Desired Skills and Experience
Incident Response, Finance, Digital Payment, ServiceNow, Jira, Remedy, Excel, Numbers, Tableau, Splunk, SDLC, ITIL
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