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Metro location, common mid-level incident management role, broad skills required, and likely high applicant pool.
Skills are transferable across industries; airline experience preferred but not mandatory.
No explicit years but requires ITIL, P1/P2 incident experience, ticketing and cloud knowledge.
Lead end-to-end management of high-priority P1/P2 production incidents ensuring rapid service restoration and minimal customer impact.
Coordinate cross-functional Incident Response Teams and manage communication with stakeholders, customers, and leadership during incidents.
Drive Root Cause Analysis, continuous service improvement initiatives, and maintain operational governance and incident documentation.
Proven experience in major incident management or production support with a focus on P1/P2 incidents in enterprise or SaaS environments.
Hands-on knowledge of ITIL-aligned incident management processes including triage, escalation, and impact assessment.
Experience with incident management tools such as Jira, Zendesk, or ServiceNow.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in managing complex, high-pressure incidents across technical and operational teams in enterprise or SaaS environments.
Strong capability in stakeholder management and communication with senior leadership, technical teams, and customers.
Comfortable working in cloud-based and distributed system environments with knowledge of AWS, Azure, or related tooling.