Production Services Specialist with Incident Management

Job Description

Responsibility

The Production Services Specialist II provides advanced leadership across enterprise incident response, serving in Incident Commander and Major Incident Communications capacities for significant business-impacting events. The role orchestrates coordinated response efforts across technology domains, validates incident severity and business impact, drives time-sensitive decisions, and maintains clear communication with technical teams, business partners, operational leaders, and executive stakeholders. This specialist is accountable for establishing structure during critical events, maintaining situational awareness, aligning resources to the highest-priority recovery actions, and ensuring escalation paths are engaged appropriately. The position requires strong judgment under pressure, executive-level communication skills, broad understanding of production technology operations, and the ability to translate complex technical conditions into concise business-relevant updates.

Lead end-to-end response activities for significant business-impacting incidents using disciplined major incident command practices, including clear role assignment, bridge control, time-boxed recovery checkpoints, decision logging, and structured restoration governance. Establish incident command structures and coordinate cross-functional response teams. Direct prioritization, escalation, resource allocation, containment, workaround, and restoration activities during active major incidents while ensuring technical teams remain aligned to the highest-probability recovery path. Maintain situational awareness across business impact, operational impact, risk, dependencies, and recovery progress. Facilitate executive, stakeholder, and major incident communications throughout the incident lifecycle, ensuring updates are timely, business-relevant, risk-aware, and consistent with established communication cadence and escalation protocols. Validate incident severity, business impact assessments, escalation decisions, and major incident engagement criteria. Drive rapid stabilization while minimizing customer, associate, and business disruption. Ensure compliance with incident management standards, governance requirements, operational procedures, audit expectations, severity models, escalation criteria, and post-incident documentation requirements. Partner with technical teams to identify recovery strategies, validate service restoration, preserve incident timelines, support root cause analysis activities, and translate post-incident findings into actionable improvement opportunities. Apply SRE-aligned concepts such as reliability engineering, alert hygiene, toil reduction, post-incident reviews, automation opportunities, service-level awareness, and continuous improvement to strengthen operational resiliency.