Lead incident response technician

Role: Incident Response Technician

Type: Full‑Time | Onsite

Location: Austin, TX

Schedule: 24×7 shift operations (days, nights, weekends, holidays)

The Incident Response Technician is a Tier 1 role within a 24×7 onsite Incident Response Center responsible for real‑time monitoring, alert triage, incident logging, and initial investigation across data center facilities, infrastructure, and security systems. This role acts as the first line of operational response to ensure incidents are quickly detected, classified, and escalated to the appropriate engineering, facilities, network, or security teams.

• Monitor real-time alerts across facilities, infrastructure, and security platforms
• Identify and validate incidents while filtering out duplicate or false alerts
• Acknowledge alerts within defined response targets and establish ownership

• Respond to facility alerts such as temperature, humidity, power failures, UPS/PDU alarms, cooling system alerts, and water detection
• Assess operational impact and elevate to facilities or engineering teams when needed

• Monitor alerts related to server performance, system failures, and network connectivity issues
• Investigate intrusion detection alerts and access control anomalies
• Route incidents to the correct resolver teams with clear documentation

• Log and categorize incidents within the ITSM system
• Prioritize incidents based on severity and operational impact
• Follow SOPs and escalation protocols
• Support major incident response when required

• Maintain clear ticket updates throughout the incident lifecycle
• Document timelines, actions taken, and resolution steps
• Participate in shift handoffs to ensure operational continuity

• Participate in ticket reviews and operational housekeeping
• Identify recurring alerts and process improvements
• Contribute to SOP updates and operational best practices

• 3‑5 years of lead experience in a NOC, SOC, service desk, command center, or 24×7 operations environment
• Experience triaging multiple alerts and prioritizing incidents
• Basic understanding of data center operations (power, cooling, environmental monitoring)
• Understanding of networking fundamentals and server infrastructure
• Strong communication skills and attention to detail

• Experience in mission‑critical data center environments
• Familiarity with monitoring systems (Client, IDS, Client, VMS)
• Exposure to ITIL‑based incident management processes
• Ability to work effectively in high-pressured operational environments
• Certifications or training related to data center operations, facilities monitoring, security systems, or incident response