Tech Stack

Description

You will lead the response to high-severity incidents across InterSystems' managed services platforms, acting as Incident Commander to ensure rapid restoration and clear stakeholder communication. You'll drive post-incident reviews to improve reliability and reduce repeat incidents, protecting customer trust in a 24x7 mission-critical environment.

Requirements

• 5+ years experience leading major incidents in managed services, cloud, or enterprise IT
• Strong understanding of SRE principles and ITIL Incident/Problem/Change Management
• Experience with incident management tools (ServiceNow, Jira, PagerDuty)
• Understanding of cloud-native platforms (AWS, Azure, or GCP) and observability solutions
• Excellent verbal and written communication skills

Responsibilities

• Lead end-to-end management of P1 and P2 major incidents
• Serve as single point of coordination for major incidents
• Deliver timely communications to customers, partners, internal leadership, and service delivery teams
• Lead post-incident reviews and root cause analysis
• Improve incident processes, tooling, and runbooks