Incident Response Analyst II

* Investigate, report, and respond to alerts, incident response (war room, remote bridges).
* Respond to incidents and critical situations in a calm, problem-solving manner, and conduct in-depth investigation of alerts.
* Be the first line of defense using monitoring and automation tools to conduct investigation, classification, and triage, all within prescribed SLAs.
* Provide deep understanding and intelligence of incident criticality and impact to resolver groups.
* Ensure detailed records of alarm handling activities, including actions taken and resolutions in ticketing tools; file incident reports.
* Act as incident commander during major incidents.
* Understand internal/external communication methods and stakeholder responsibilities.
* Support program managers and facilitate project deliverables, improving operational and engineering initiatives.
* Conduct root cause analysis (RCA) to determine recurring problems.
* Use in-depth questioning and analysis to determine the underlying cause of incidents or problems (Who, What, Where, When, Why).
* Perform duties in compliance with SOPs, MOPs, Runbooks, and Playbooks.
* Continuously monitor alarm dashboards and systems.
* Investigate and respond to alarms related to Network, Data Center Environment, Server Health, Facility Security, and Safety.
* Identify and acknowledge incidents associated with alarms.
* Assess incidents to determine their criticality and operational impact.
* Engage resolver groups and escalate to higher tiers or management following established paths.
* Maintain communication with teams, stakeholders, and incident responders.
* Follow documented procedures to resolve incidents promptly and effectively.
* Ensure accurate records of alarm handling and resolution activities in ticketing tools.
* Comply with SOPs, MOPs, Runbooks, and Playbooks.
* Monitor Closed-Circuit Television (CCTV) and Access Control Systems (ACS).
* Track alarms for safety events including electrical issues, fire hazards, equipment failures, and water leaks.
* Review camera footage for quality and area coverage.
* Investigate and report access control incidents.
* Report findings to the Security and Safety Engineering teams.
* Follow SOPs, MOPs, Runbooks, and Playbooks.
* Familiarity with Lenel and Genetec systems.
* Real-time monitoring of cloud infrastructure using tools such as AWS Cloud Watch, Azure Monitor, and GCP Stackdriver.
* Incident triage and escalation of alerts related to cloud-based services and resources (e.g., compute, storage, networking).
* Coordination with Cloud Engineers and Dev Ops teams during cross-environment incidents to ensure rapid resolution and clear communications.
* Identification and classification of cloud service anomalies, including misconfigurations, degraded services, and unauthorized access attempts.
* Understanding of cloud-native architectures such as virtual private clouds (VPC), IAM, container orchestration (e.g., Kubernetes), and serverless functions.
* Documentation of root cause analysis (RCA) and corrective actions for cloud incidents, feeding back into playbooks and runbooks.
* Basic scripting and automation skills (Python, Bash, or Power Shell) for incident analysis and tooling.
* Awareness of cloud security protocols, including encryption, IAM policies, and compliance standards like ISO 27001 and SOC 2.
* ** 2+ years of experience in a NOC, command center, or similar 24/7 operations environment
*** Ability to quickly triage and prioritize multiple incidents based on risk
* Knowledge of systems including IP Networks, DC Environment, and Server Health
* Strong written and verbal communication skills
* Works well under pressure and within deadlines
* Excellent communication and collaboration abilities
* Strong analytical and problem-solving skills
* Ability to work independently and as part of a team
* Familiarity with data protection laws such as GDPR
* ** This is an on-site role at client facilities**
* ** Must be willing to work variable shifts, including nights, weekends, and holidays
*** Degree in Information Technology
* Networking knowledge (IP, DNS, load balancing)
* Experience with Grafana, ticketing systems, and DC infrastructure.
* Certifications such as CompTIA Server+ or Schneider Electric DCCA
* Experience with Lenel, Genetec, or Avigilon systems is a plus
* Proficiency with programming/scripting tools
* * Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.*
* * Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective,…