Incident Response Coordinator

W2 Contract

Salary Range: $104,000 - $124,800 per year

Location: Raleigh, NC - Hybrid Role

Duties and Responsibilities:

• Act as the primary contact and source of information for an incident.
• Work jointly with Engineers, Operations, Service Providers, and Business and Finance Partners with the primary goal of rapid resolution in case of a service outage, degraded customer experience, impaired business process, or risk to regulatory compliance.
• Communicate fluently the status and impact of an ongoing incident, the expected completion time of open work streams, and their outcomes.
• Drive post-incident activities such as root cause analysis and remediation.

Requirements and Qualifications:

• Experienced in major incident response and triaging problems related to critical services and infrastructure, exhibiting ownership in investigating and resolving incidents.
• Adept at communicating effectively under pressure, including partner engagement and escalations, crafting high-quality stakeholder updates; ensuring timely and meaningful communications.
• Experienced as a driver or leading contributor in post-incident review and root cause analysis, using Five Whys and other methods to develop action items and lessons learned.
• Depth of knowledge and understanding of incident and problem management KPIs, metrics, and tooling; capturing critical incident data accurately and transforming metrics into valuable operational and business insights.
• Proactive and curious; analysis of trends in incident and problem reports to assist in eliminating recurring incidents, surfacing issues before they become critical, and increasing overall efficiency.

Preferred Skills:

• ITIL certification or equivalent work experience
• Experience in the Finance product space, such as Digital Payment services or Bank operations
• Ticket tracking via ServiceNow, Jira, Remedy, or similar tooling
• Data analysis and visualization using Excel, Numbers, Tableau, or similar tooling
• Splunk log query syntax and optimization
• Knowledge of the software development lifecycle (SDLC) and its phases
• Production support in both on-prem data center and cloud computing environments

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