Senior Product Delivery Associate - Cobrand & Partner Product Incident Management

Job Summary

As a Senior Product Delivery Associate in Cobrand & Partner Product Incident Management, you are trusted with resolving negative customer experiences through monitoring, working with cross-functional teams, building key relationships, and enabling the product to continuously deliver value to our stakeholders.

The role entails owning end-to-end incident management triage, coordination, communications, and post-incident review to drive restoration of systems/services while ensuring controls, compliance, and operational rigor. You will also drive AI-enabled incident operations by using automation and analytics to detect patterns, reduce repeat incidents, improve change readiness, and continuously strengthen stability and scalability.

• Lead triage, coordination, communications, and post-incident review for incident tickets.
• Run incident communications as a product: deliver crisp, audience-specific updates (technical + executive) with impact, scope, ETA/next update time, and decision/risk logs throughout the lifecycle.
• Lead cross-functional triage bridges: establish command structure, assign owners, drive time‑boxed troubleshooting, remove blockers, and keep teams aligned to restore service within agreed timelines.
• Own end‑to‑end incident tracking: maintain a single source of truth for timelines, actions, owners, dependencies, and status; ensure closure criteria are met and artifacts are complete.
• Translate incident data into insights: identify themes and trends across incidents (top drivers, recurring components, change‑related failures, control gaps) and present actionable narratives to leaders.
• Convert insights into measurable actions: create prevention playbooks and prioritized remediation backlogs; define success metrics (e.g., reduced repeats/MTTR) and track actions to completion.
• Drive AI‑enabled automation: using AI to drive alert correlation/noise reduction, anomaly detection, auto‑triage routing, and incident summarization to accelerate diagnosis and reduce manual toil.
• Operationalize proactive reliability: use trend analytics to recommend targeted automation, monitoring improvements, and resiliency work before issues become incidents.
• Standardize and continuously improve process: refine severity frameworks, comms templates, escalation paths, and runbooks based on lessons learned and performance outcomes.

• 3+ years of experience in incident management/IT operations/SRE support within an enterprise environment.
• Proven ability to lead triage calls across application, infrastructure, and vendor teams, driving rapid decisions and timely restoration.
• Strong executive‑ready communication skills: concise status updates, impact articulation, ETA management, and stakeholder alignment under pressure.
• Demonstrated experience building and maintaining incident timelines, action trackers, and post‑incident artifacts (RCA, corrective actions, lessons learned) with disciplined follow‑through.
• Track record of identifying themes and trends (recurring failure modes, top drivers, change‑related incidents) and converting insights into prioritized remediation with measurable outcomes.
• Working knowledge of ITIL/incident, problem, and change management concepts, including risk/controls mindset and audit‑ready documentation.
• AI focused mindset for continuous improvements in various areas (e.g., alert correlation, auto‑ticket enrichment/summarization, anomaly detection, routing/noise reduction) in partnership with engineering.
• Hands‑on familiarity with monitoring/observability and ticketing tools (e.g., Service Now/Jira; Splunk/Datadog/Dynatrace/Grafana/ or similar).
• Strong organizational skills to manage multiple concurrent incidents, dependencies, and stakeholders while meeting SLAs/OLAs.

• Experience balancing multiple priorities while providing clear communication to stakeholders.
• Working familiarity with AI/automation concepts in incident operations (e.g., noise reduction, correlation, summarization, auto‑triage) and the ability to help teams adopt them.
• Comfort coordinating cross‑functional teams…