Incident Response Analyst Lead

Astreya•Austin, TX

About The Position

This role 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, and contributing to a continuous improvement and automation roadmap.

Requirements

ITIL Incident Management (P1–P4)
ITIL Problem Management and Root Cause Analysis (RCA)
SOP creation, governance, and operational housekeeping
Continuous improvement and automation roadmap
Facility alerts, including: Infrastructure and platform alerts
Incident logging, categorization, prioritization, investigation, resolution, recovery, and closure
Major Incident (MI) declaration, command, and communication cadence
Stakeholder updates aligned to incident severity and impact
Problem identification from recurring incidents and alert trends
RCA coordination using standard methodologies
Known Error documentation and workaround tracking
Corrective and preventive action tracking to closure
Primary Point of Contact (PPOC) for site-level alerts and incidents
Incident Commander role for high-severity and Major Incidents
Structured handoffs to global or downstream teams, including documented shift turnover
Ticket quality enforcement and audit checks
Monitoring noise reduction through alert tuning requests and evidence packs
Runbook and SOP upkeep
Execution of daily, weekly, and monthly operational routines

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
Facility alerts, including: Infrastructure and platform alerts
Incident logging, categorization, prioritization, investigation, resolution, recovery, and closure
Major Incident (MI) declaration, command, and communication cadence
Stakeholder updates aligned to incident severity and impact
Problem identification from recurring incidents and alert trends
RCA coordination using standard methodologies
Known Error documentation and workaround tracking
Corrective and preventive action tracking to closure
Primary Point of Contact (PPOC) for site-level alerts and incidents
Incident Commander role for high-severity and Major Incidents
Structured handoffs to global or downstream teams, including documented shift turnover
Ticket quality enforcement and audit checks
Monitoring noise reduction through alert tuning requests and evidence packs
Runbook and SOP upkeep
Execution of 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