What are the responsibilities and job description for the Incident Response Analyst position at Cosm?
Summary:
The Incident Response Analyst is a mid-level role that is responsible for monitoring the overall performance of Cosmʼs C360 product infrastructure, and systems, to ensure the reliability of our live video productions and 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 our C360 product infrastructure, systems and live video streams.
Lead the diagnosis, prioritization, escalation, resolution 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.
Ability to work 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.
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.
