The Incident Response Lead manages end-to-end incident resolution, service reliability, and operational governance for enterprise-scale cloud environments. The role involves leading incident command, conducting post-incident reviews, and optimizing service operations using tools like Datadog, PagerDuty, and ServiceNow.
Our client is a technical consulting company specializing in operational services for the high-tech industry. They specialize in helping platform and infrastructure teams operate multi-cloud environments, execute complex migrations, and enable seamless app deployments.
Your Role
Incident & Problem Management
Lead end-to-end incident response, triage, communication, and resolution in real time.
Act as Service Operations & Reliability Incident Commander for high-impact events across a global environment.
Track and improve metrics like MTTD, MTTM, and MTTR.
Champion blameless Post-Incident Reviews (PIRs) and translate learnings into long-term system and process improvements.
Service Operations & Reliability
Oversee daily service health, capacity, and reliability across all supported environments.
Ensure compliance with operational KPIs through proactive planning and improvement.
Balance demand vs. capacity and manage shift coverage to prevent burnout.
Partner with engineering teams to maintain runbooks, knowledge bases, and escalation paths.
Drive automation and workflow optimization to reduce manual overhead.
Use data insights to guide decisions and improvements.
Strategic & Cross-Functional Impact
Represent in customer reviews, operational syncs, and briefings.
Collaborate with SREs, product owners, and partner engineers to align priorities and reliability goals.
Contribute to frameworks and governance initiatives.
Lead service onboarding/off-boarding and strengthen operational readiness checkpoints.
Identify and close systemic operational gaps through process and tool improvements.
Your Qualifications
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
3+ years in Service Delivery, Incident Response, or Operations Leadership within enterprise-scale, 24×7 environments.
Proven experience managing technical teams, driving performance, and leading through critical situations.
Strong grounding in ITSM / ITIL principles (Incident & Problem Management).
Familiarity with cloud, distributed systems, or enterprise infrastructure.
Skilled in monitoring, alerting, and ticketing tools (e.g., PagerDuty, Datadog, Grafana, Splunk, ServiceNow).
Core Competencies
Incident Command and Escalation Management
Analytical and Problem-Solving Skills
Communication and Decision-Making Under Pressure
Root Cause and Post-Incident Analysis
Operational Planning and Service Governance
Stakeholder and Partner Management
IT Service Management (Incident & Problem Management)
Observability, Monitoring, and Automation Tools
Plus points if you have:
ITIL V3 or V4 certification or Incident Management Certifications
Familiarity in SRE practices and operational frameworks that promote reliability and automation