JustinBradley's client, a leading source of mortgage financing, is seeking a highly skilled Incident Response Analyst to join their 24x7 Operations Command Center team. In this critical role, you will be responsible for monitoring, managing, and escalating technical incidents to ensure rapid recovery and minimal impact to business operations. You will serve as the first line of coordination during major incidents, providing structured communication and support across internal teams and senior stakeholders.
Responsibilities:
- Monitor infrastructure, applications, and communication channels (email, MS Teams) for incident alerts and escalations ("eyes on glass" monitoring).
- Serve as the primary point of contact for MS Teams incident bridges-create, assign, and actively manage bridges throughout the life of an incident.
- Work closely with Command Center Incident Managers and Analysts to support real-time incident triage, coordination, and escalation.
- Coordinate with cross-functional technical teams during high-priority incident calls to drive timely resolution.
- Page appropriate resources using tools like xMatters, Everbridge, or similar systems.
- Ensure proper escalation procedures are followed and incident documentation is captured thoroughly
- Provide high-level incident summaries and updates to senior stakeholders.
- Track incident details and updates using systems such as MyServices, JIRA, SharePoint, and Confluence.
- Manage helpline numbers and incoming support requests during assigned shift hours.
- On occasion, lead and manage non-critical incident calls through resolution.
- Contribute to clean, timely, and concise post-incident reporting.
- Support change management activities by assisting with communication and paging during planned maintenance events.
- Maintain situational awareness and prioritize multiple tasks in a fast-paced, high-pressure environment.
Requirements:
- Hands-on experience with Incident Management processes in a Command Center or NOC environment.
- Strong communication skills and ability to coordinate across multiple teams and stakeholders.
- Proficiency in Microsoft Teams, including managing chats, calls, and conference bridges.
- Familiarity with paging and alerting tools such as xMatters, Everbridge, etc.
- Experience using ticketing systems (e.g., MyServices, JIRA) and collaboration tools (SharePoint, Confluence).
- Availability to work night shifts, weekends, and holidays on a rotating schedule.
- High tolerance for stress and strong multitasking and time management skills.
- Excellent written communication skills for incident documentation and reporting.
- Experience with infrastructure and application monitoring tools (e.g., Catchpoint, Dynatrace, SolarWinds, Splunk).
- Basic understanding of Unix/Linux systems and databases.
- Familiarity with AWS Cloud infrastructure and cloud monitoring.
- AWS certification or equivalent cloud certification is a plus.
JustinBradley is an EO employer - Veterans/Disabled and other protected employees.