Coordinate end-to-end production incidents across multiple teams.
Act as Incident Command for P1/P2 events, driving timelines and ownership.
Lead incident calls and real-time updates; drive RCA and follow-up.
Perform troubleshooting and defect validation; engage Tier 3 engineers as needed.
Ensure accurate severity, clean handoffs, and timely escalation.
Participate in on-call rotation; may respond outside business hours.

🎯 Requirements

5+ years in IT operations, Technical Support, NOC, or SRE coordination.
Bachelor’s degree in IT/CS or 5+ years relevant experience in lieu of degree.
Experience managing production incidents in SaaS/enterprise environments.
Cloud exposure (Azure preferred).
ITIL familiarity; incident tooling (incident.io, Salesforce Service Cloud).
Strong communication and cross-functional coordination; able to work under pressure.
Experience with Tier 1–3 escalation models and incident metrics.

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