Enterprise SRE – Incident Coordinator

• Serve as the central coordination point for major incidents, critical service degradations, and P2 issues that are at risk of escalating to P1
• Leverage the GM toolset, including Service Now, Pager Duty, Slack, and Microsoft Teams, to open, coordinate, and manage major incident response activities
• Validate P1 incidents before automated workflows are run from ticket promotion, including targeted engagement, Slack channel creation, and Teams channel generation for live incident communication
• Perform rapid triage to assess incident scope, business impact, urgency, and escalation path
• Send targeted incident notifications with clean, concise information to the right technical teams, leaders, and stakeholders
• Engage the necessary technical teams quickly so investigation and mitigation can begin without delay
• Lead incident bridges and command and control activities during active incidents
• Maintain accurate real-time documentation of actions, decisions, owners, timelines, and next steps throughout the incident lifecycle
• Coordinate structured updates to leadership, stakeholders, and affected support teams during active incidents
• Manage emergency change governance during major incidents, including support for Emergency CAB processes for break/fix changes managed by the ETO Command and Control team
• Generate and collect incident summaries that support the post-incident review process
• Assist teams in driving and troubleshooting P2 issues as needed
• Support incident closure activities, including final communications, handoff items, and post-incident review preparation
• Identify recurring patterns, process gaps, and operational improvement opportunities from incident trends
• Coordinate and run the weekly Enterprise Operations Review meeting
• Support Service Now validation testing
• Participate in Cyber Recovery test events
• Support Pager Duty maintenance and education

• Bachelor’s degree in information technology, computer science, engineering, business, or equivalent practical experience
• 5+ years of experience in incident management, command center operations, production support, network operations, service operations, site reliability engineering, or a similar environment
• Experience coordinating high-severity incidents across multiple teams in a fast-paced enterprise setting
• Strong verbal and written communication skills, including the ability to provide concise, actionable updates during high-pressure situations
• Strong understanding of incident severity models, escalation workflows, and service restoration practices
• Knowledge of technology stacks across multiple layers of the environment
• Understanding of networking terminology and core infrastructure concepts
• Ability to assist teams with basic troubleshooting during active incidents
• Demonstrated ability to make sound decisions under pressure with incomplete information
• Experience using incident and collaboration tools such as Service Now, Pager Duty, Slack, and Microsoft Teams
• Strong organizational skills with the ability to track multiple work streams simultaneously during live incidents
• Ability to work in a rotational, after-hours, or on-call support environment if required

Demonstrates expertise in incident management and command center operations, with a strong ability to coordinate high‑severity incidents and communicate effectively under pressure. Proficient in leveraging incident response tools and maintaining accurate documentation throughout the incident lifecycle.

• Incident Management
• Service Now
• Pager Duty
• Strong Communication Skills
• Command Center Operations

• Incident Management
• Command Center Operations
• Service Restoration Practices
• Basic Troubleshooting
• Incident Severity Models

• Strong Organizational Skills
• Decision‑Making Under Pressure
• Concise Communication

• Incident Coordination
• Emergency Change Governance
• Post‑Incident Review
• Cyber Recovery
• Networking Terminology

• Service Now
• Pager Duty
• Slack
• Microsoft Teams