Incident Response Analyst II

Astreya • San Jose, CA

2d • $72,960 - $115,200 • Onsite

About The Position

We are seeking a dynamic and proactive Incident Response Analyst (IRA) to join our global operations team. This role is critical to maintaining operational integrity across data centers, cloud services, and regional facilities. The ideal candidate will be experienced in realtime monitoring, incident response, and collaborative coordination, with the ability to manage both IT infrastructure incidents and facility/environmental alerts. The IRA must consistently meet strict Service Level Agreement (SLA) timelines to ensure rapid detection, response, and resolution of incidents.

Requirements

• 3+ years of experience in a command center, NOC/FOC, or 24x7 operations environment.
• Proven ability to triage multiple concurrent incidents, with strong prioritization based on severity and risk.
• Familiarity with data center layouts, IP networking, servers, and LAN/WAN configurations.
• Experience with facility and environmental monitoring relevant to incident response.
• Proficiency with IT systems, high keyboard accuracy (minimum 25 WPM), and comfort using ticketing tools and monitoring platforms.
• Strong communication skills—able to work independently, provide clear updates, and collaborate across global teams.
• Understanding of data protection regulations (e.g., GDPR) and how to manage sensitive information securely.
• Willingness to work on-site, in rotating shifts (including nights, weekends, and holidays) as part of a global support model.
• Demonstrated ability to consistently meet or exceed SLA timelines for incident management and resolution.

Nice To Haves

• Strong analytical and problem-solving skills—can perform under pressure and resolve incidents efficiently.
• Exposure to project coordination or process improvement initiatives.
• Relevant certificates in either Cloud, Server or Edge related work
• Ability to work weekday or weekend work with possible shift rotation.

Responsibilities

• Continuously monitor for alerts and alarms across: IT infrastructure (Server performance issues, network outages, system failures), Environmental alerts relevant to operations, Cloud based alerts/alarms, and External Facing Services (Incoming emails, including colocation maintenance notices, service requests from CDN partners, and other critical notifications).
• Responsible for initial assessment, containment, and mitigation of cloud infrastructure alerts and alarms.
• Serve as the first responder to all alerts and notifications—perform prompt triage, categorize severity, and initiate appropriate response actions in alignment with defined SLA timeframes.
• Create and manage alarm, incident and change tickets, ensuring documentation quality and strict adherence to SLA timelines.
• Serve as the Incident Commander during active incidents, leading incident bridge calls and orchestrating response efforts in collaboration with internal teams, subject matter experts (SMEs), external vendors, and the Global Operations Center (GOC).
• Facilitate global shift handovers, ensuring seamless communication and issue tracking between regions.
• Collaborate closely with data center operators, network engineers, security personnel, and other stakeholders.
• Ensure all incident response activities comply with strict SLA timelines for acknowledgment, escalation, and resolution.
• Produce accurate and timely incident reports, detailing: Executive summary and timeline, Root cause (actual or potential), Business impact and remediation steps.
• Draft Post-Incident Reports (PIRs) and assist in scheduling internal post-mortem reviews.
• Maintain up-to-date standard operating procedures (SOPs), runbooks, and incident handling documentation.
• Ensure documentation and reporting tasks are completed within SLA requirements.
• Support regional managers and program owners in maintaining operational excellence and enhancing processes.

Benefits

• Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
• Dental provided through UHC Nationwide
• Vision provided by UHC
• Flexible Spending Account for Health & Dependent Care
• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
• Corporate Wellness Program provided by Goomi Group
• Employee Assistance Program
• Wellness Days
• 401k Plan
• Basic and Supplemental Life Insurance
• Short Term & Long Term Disability
• Critical Illness, Critical Hospital, and Voluntary Accident Insurance
• Tuition Reimbursement (available 6 months after start date, capped)
• Paid Time Off (accrued and prorated, maximum of 120 hours annually)
• Paid Holidays
• Any other statutory leaves, paid time, or other ancillary benefits required under state and federal law

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed