Incident Management Specialist

About the Role:

1. Work closely with engineering, product, and leadership teams to manage incident escalations effectively.
   
2. Experience with tools like Splunk, Grafana, JIRA, or ServiceNow is a plus.
   
3. Attend post-incident reviews and help document root causes and next steps.
   
4. Communicate clearly with business teams before, during, and after incidents.
   
5. Act as the main contact for incidents and keep all stakeholders updated.
   
6. Help prevent repeat issues by working with engineering and development teams.
   
7. Partner with technical teams to investigate and document the causes of system failures and drive improvements.

Minimum Requirements:

1. Good understanding of tools like Cisco Webex Meetings, Webex Contact Center, Webex Calling, AWS, and how systems work together.
   
2. Able to read logs and use monitoring tools to quickly find and fix issues.
   
3. Strong skills in writing documentation, spotting trends, and tracking incidents.
   

Desired Skills:

1. Proactive and goal-focused, with strong communication and leadership skills.
   
2. Hands-on experience with tools like JIRA, PagerDuty, and ServiceNow.