We are seeking an experienced Network Operations Center as part of our Incident Response Analyst Team to Lead to support a high-profile client within a fast-paced, mission-critical operations environment. This role is responsible for leading incident response activities, ensuring timely alert acknowledgment, accurate ticket creation, and proper escalation of incidents across a 24x7 operations team.
The Incident Response Analyst Lead serves as a senior point of contact within the operations center, driving incident coordination, mentoring technicians, and ensuring service delivery standards are consistently met. This individual must thrive in a high-availability environment where rapid decision-making, strong communication, and operational leadership are essential.
This is a full-time W2 opportunity with benefits, supporting a 24/7/365 operational model on-site in Austin, TX and hours are **7 pm-7am 3 days on with 4 days off and then inverted the following week**
Key Responsibilities:
Incident Response & Operations
- Lead incident response activities across a 24/7/365 monitoring environment.
- Ensure timely alert acknowledgment, ticket creation, classification, and escalation.
- Monitor operational systems and coordinate rapid response to incidents impacting critical infrastructure.
- Act as a senior escalation point for complex incidents requiring cross-functional coordination.
- Drive incident lifecycle management from detection through resolution and post-incident review.
- Ensure adherence to SLAs, escalation procedures, and operational runbooks.
- Provide detailed incident communications to stakeholders and leadership during critical events.
- Support root cause analysis (RCA) efforts and continuous improvement initiatives.
Team Leadership & Service Delivery
- Lead, mentor, and support Incident Response Technicians within a rotating shift environment.
- Assist with hiring, onboarding, scheduling, and workforce coordination.
- Ensure consistent operational coverage and shift readiness.
- Provide coaching and escalation guidance to junior team members.
- Promote accountability, documentation accuracy, and operational excellence.
- Maintain strong communication with client stakeholders regarding incident trends, operational updates, and service performance.
- Assist in evolving operational procedures, workflows, and monitoring standards.
Monitoring & Technical Oversight
- Oversee monitoring activities across infrastructure, operational systems, and alerting platforms.
- Validate ticket quality, escalation accuracy, and incident prioritization.
- Coordinate with engineering, infrastructure, and resolver teams during incident response.
- Identify recurring patterns or operational risks and recommend proactive solutions.
- Support documentation of SOPs, knowledge base updates, and shift handoff procedures.
Qualifications
- 3-5 years of experience within Incident Response, NOC, SOC, or 24x7 operations environments.
- Prior experience leading or mentoring teams in a shift-based operational setting.
- Strong understanding of incident management, escalation workflows, and SLA-driven environments.
- Experience within data center operations, infrastructure monitoring, or critical systems environments preferred.
- Ability to perform effectively in high-pressure operational situations.
- Excellent communication, documentation, and stakeholder management skills.
- Familiarity with ticketing systems, monitoring tools, and operational dashboards.
- Strong analytical and troubleshooting skills.
Preferred Experience
- Experience supporting mission-critical environments or enterprise operations centers.
- Knowledge of ITIL practices or incident lifecycle management.
- Exposure to infrastructure monitoring platforms, network monitoring, or data center alerting tools.
- Experience working directly with enterprise clients or high-visibility stakeholders.
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:
- Medical provided through UHC (PPO, HSA, Surest options) / Medical provided through Kaiser (HMO option only) for California employees only
- Dental provided through UHC
- Nationwide Vision provided by UHC
- Flexible Spending Account for Health & Dependent Care
- Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)
- Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
- Corporate Wellness Program provided by Goomi Group
- Employee Assistance Program
- Wellness Days
- 401k Plan
- Basic and Supplemental Life Insurance
- Short Term & Long Term Disability
- Critical Illness, Critical Hospital, and Voluntary Accident Insurance
- Tuition Reimbursement (available 6 months after start date, capped)
- Paid Time Off (accrued and prorated, maximum of 120 hours annually)
- Paid Holidays
