Enterprise SRE - Incident coordinator

General Motors•Austin, MI

2d•$119,200 - $175,450•Hybrid

About The Position

This role is categorized as hybrid. This means the successful candidate is expected to report to Warren Global Technical Center or Austin Technical Center three times per week, at minimum [or other frequency dictated by the business if more than 3 days]. The Major Incident Management Command and Control team is the central coordination function for major incident response. This role is responsible for engaging, coordinating, and helping drive response to P1 incidents and to P2 issues that could escalate to P1. The Incident Commander / Command and Control Analyst serves as the focal point during active incidents, ensuring the right teams are engaged quickly, communications are clear and timely, emergency governance processes are followed, and mitigation efforts remain organized until service is stabilized. This is a high-energy, dynamic role that interfaces with nearly every team and group within GM IT. The ideal candidate is calm under pressure, highly organized, technically fluent, and able to communicate clearly while coordinating multiple teams during fast-moving operational events.

Requirements

Bachelor’s degree in information technology, computer science, engineering, business, or equivalent practical experience
5+ years of experience in incident management, command center operations, production support, network operations, service operations, site reliability engineering, or a similar environment
Experience coordinating high-severity incidents across multiple teams in a fast-paced enterprise setting
Strong verbal and written communication skills, including the ability to provide concise, actionable updates during high-pressure situations
Strong understanding of incident severity models, escalation workflows, and service restoration practices
Knowledge of technology stacks across multiple layers of the environment
Understanding of networking terminology and core infrastructure concepts
Ability to assist teams with basic troubleshooting during active incidents
Demonstrated ability to make sound decisions under pressure with incomplete information
Experience using incident and collaboration tools such as ServiceNow, PagerDuty, Slack, and Microsoft Teams
Strong organizational skills with the ability to track multiple workstreams simultaneously during live incidents
Ability to work in a rotational, after-hours, or on-call support environment if required

Nice To Haves

Experience in an enterprise command center, major incident management office, or 24x7 operations environment
Familiarity with ITIL incident management practices
Experience supporting cloud platforms, distributed systems, SaaS applications, or customer-facing digital services
Exposure to post-incident reviews, root cause analysis, and continuous improvement programs
Experience working across infrastructure, application, security, vendor, and business support teams
Knowledge of operational reporting, service health monitoring, and incident trend analysis

Responsibilities

Serve as the central coordination point for major incidents, critical service degradations, and P2 issues that are at risk of escalating to P1
Leverage the GM toolset, including ServiceNow, PagerDuty, Slack, and Microsoft Teams, to open, coordinate, and manage major incident response activities
Validate P1 incidents before automated workflows are run from ticket promotion, including targeted engagement, Slack channel creation, and Teams channel generation for live incident communication
Perform rapid triage to assess incident scope, business impact, urgency, and escalation path
Send targeted incident notifications with clean, concise information to the right technical teams, leaders, and stakeholders
Engage the necessary technical teams quickly so investigation and mitigation can begin without delay
Lead incident bridges and command and control activities during active incidents
Maintain accurate real-time documentation of actions, decisions, owners, timelines, and next steps throughout the incident lifecycle
Coordinate structured updates to leadership, stakeholders, and affected support teams during active incidents
Manage emergency change governance during major incidents, including support for Emergency CAB processes for break/fix changes managed by the ETO Command and Control team
Generate and collect incident summaries that support the post-incident review process
Assist teams in driving and troubleshooting P2 issues as needed
Support incident closure activities, including final communications, handoff items, and post-incident review preparation
Identify recurring patterns, process gaps, and operational improvement opportunities from incident trends
Coordinate and run the weekly Enterprise Operations Review meeting
Support ServiceNow validation testing
Participate in Cyber Recovery test events
Support PagerDuty maintenance and education