Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets: Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA.
SummaryThe Sr. Incident Response Analyst is a senior-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

• Collaborate with product support teams to design, document and implement detailed playbooks and incident remediations.
• Lead and oversee Operations Center shifts and incident management.
• Take ownership of critical incidents, from identification to resolution, root-cause-analysis and lessons learned documentation.
• Serve as the primary liaison for high-impact incidents and escalations.
• Develop and deliver detailed incident and operational reports to stakeholders.
• Lead coordination of upgrades, planned outages, and technical projects.
• Mentor and provide guidance to other Ops Center team members.
• Drive continuous improvement of Ops Center tools, processes, and procedures.
• Collaborate with product owners and engineering teams to enhance product reliability and serviceability.
• Actively contribute to strategic planning and operational excellence initiatives.
• Ability to be a part of an on-call rotation, working evenings and weekends to support high-priority events.

Experience:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 5 years of experience in an Operations Center, incident management, live support or similar role.
• Expertise in incident management tools and systems (e.g., Grafana, ServiceNow).
• Proven track record of supporting complex infrastructure, systems and applications.
• Strong leadership, communication, and problem-solving skills.
• Deep knowledge of ITIL or other incident/service management frameworks.
• Ability to manage high-pressure situations and coordinate multiple incidents.
• Previous experience leading shifts in a 24/7 operations center.
• Demonstrated ability to collaborate with technical stakeholders and leadership.
• Strong analytical skills and attention to detail.

Bonus Skills:

• Experience with automation and infrastructure as code
• Familiarity with live broadcast sports and entertainment
• Experience in project management and/or PMP Certification
• Knowledge of cybersecurity principles and operations

Cosm is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
The annualized base salary range for this position in California is $110,000-$120,000. The base salary offered will factor in internal equity and may also vary depending on the candidate’s geographic region, job-related knowledge, skills, and relevant experience, among other factors.
Cosm is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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