The Incident Response Analyst is a mid-level role that is responsible for monitoring the overall performance of Cosm’s infrastructure, and systems, to ensure Site Reliability for Cosm’s Live Entertainment Venues, and Live Broadcasts. This includes identifying and resolving high visibility incidents and escalations, contributing to the strategic planning to prevent incidents, and it also plays a pivotal role in shaping the overall operating framework.
Responsibilities: Independently monitor and manage Cosm's technical operations, including incident resolution.
Lead the diagnosis, prioritization, and documentation of critical incidents.
Act as a primary point of contact for high-level impact incidents and escalations.
Collaborate with engineering to implement incident remediations and follow-up.
Generate and deliver regular incident and operational reports to stakeholders.
Coordinate upgrades, outages, and planned activities with cross-functional teams.
Provide mentorship and guidance to less-tenured team members.
Contribute to refining and enhancing Ops Center tools, processes, and procedures.
Work closely with field services teams to gather feedback and improve reliability.
Collaborate with B2C Customer Service to monitor incidents affecting customer experience.
Ability to be a part of an on-call rotation, occasionally working nights and weekends to support high-priority business events.
Experience: Bachelor's degree in Computer Science, Information Technology, or related field.
5+ years of experience in an Ops Center, incident management, or similar role.
Proficiency in incident management tools and systems (e.g., Grafana, ServiceNow).
Experience supporting infrastructures and configuring SaaS applications.
Strong analytical, communication, and problem-solving skills.
Ability to lead and work effectively in a team environment.
Experience with automation tools and platforms.
Knowledge of ITIL or similar incident/service management frameworks.
Demonstrated ability to manage high-pressure situations and multiple incidents.
Previous experience in a 24/7 operations center Work Setting: Available for overtime and weekends as the schedule varies depending on site operational needs, flexibility required