Being the first point of contact for requests or service failure incidents and maintaining stability for a portfolio of applications.
Performing initial investigations, mitigating impacts through routines and engaging in triages, responding to user requests.
Working with technology teams to identify, troubleshoot, and resolve issues.
Following well defined Standard Operating Procedures (SOPs) and partnering with experts.
Leading, coordinating, and driving the resolution of high impact technology incidents.
Ensuring timely communication, effective collaboration across technical teams, and adherence to incident management policies.

3+ years of experience in Incident Management, Service Operations, Production Support, or related technical fields.
Strong understanding of ITIL frameworks, especially Incident, Problem, and Change Management.
Demonstrated ability to manage high pressure situations and drive resolution across multiple technical groups.
Excellent verbal and written communication skills.
Ability to analyze complex issues and communicate concise, actionable summaries.
Experience working in large scale enterprise environments.
ITIL Foundations, Intermediate, or Practitioner certification (desired).
Experience with enterprise incident tools (ServiceNow, Jira Service Management, or similar) (desired).
Familiarity with monitoring platforms such as Splunk, Dynatrace, AppDynamics, or similar (desired).
Background in infrastructure, networking, or application support (desired).
Prior experience presenting to executive-level leadership (desired).

Production Operations Specialist – Incident Management

Key skills