Incident Response Analyst Lead
About The Position
The Incident Response Analyst Lead is responsible for 24x7x365 monitoring and alert triage, ITIL Incident Management (P1-P4), Major Incident command and stakeholder communications, ITIL Problem Management and Root Cause Analysis (RCA), SOP creation, governance, and operational housekeeping. This role also contributes to the continuous improvement and automation roadmap. Key functions include managing facility, infrastructure, and platform alerts, overseeing the full lifecycle of incident management from logging to closure, leading Major Incident declarations and communications, identifying and resolving problems to prevent recurrence, acting as the primary point of contact for site-level incidents, and ensuring operational hygiene through ticket quality, monitoring noise reduction, and routine execution.
Responsibilities
- 24x7x365 monitoring and alert triage
- ITIL Incident Management (P1-P4)
- Major Incident command and stakeholder communications
- ITIL Problem Management and Root Cause Analysis (RCA)
- SOP creation, governance, and operational housekeeping
- Continuous improvement and automation roadmap
- Monitor facility alerts, including infrastructure and platform alerts
- Perform incident logging, categorization, prioritization, investigation, resolution, recovery, and closure
- Execute Major Incident (MI) declaration, command, and communication cadence
- Provide stakeholder updates aligned to incident severity and impact
- Identify problems from recurring incidents and alert trends
- Coordinate RCA using standard methodologies
- Document Known Errors and track workarounds
- Track corrective and preventive actions to closure
- Serve as the Primary Point of Contact (PPOC) for site-level alerts and incidents
- Act as Incident Commander for high-severity and Major Incidents
- Ensure structured handoffs to global or downstream teams, including documented shift turnover
- Enforce ticket quality and perform audit checks
- Reduce monitoring noise through alert tuning requests and evidence packs
- Maintain Runbook and SOP upkeep
- Execute daily, weekly, and monthly operational routines
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
501-1,000 employees
