Incident Response Coordinator

W2 Contract

Pay Rate: $40 - $50 per hour

Location: Austin, TX - Hybrid Role

Job Summary:

With strong collaborative skills, you will work alongside a team of engineers, developers, and business partners. The team's focus and goal are rapid incident mitigation and resolution, while presenting progress and status to stakeholders. You will communicate the status of the event internally and externally, influence technical specialists and various executives, and be the single point of contact for the incident. The Incident Manager must excel at communication, leadership, situational awareness, problem analysis, troubleshooting methodologies, and have the confidence to command actions from cross-functional teams.

Duties and Responsibilities:

• Own tagged incidents throughout the full incident lifecycle, from detection and triage through mitigation, resolution, and post-incident follow-through.
• Serve as the single point of contact during incidents; investigate issues, route work to the appropriate engineering teams, and coordinate response activities.
• Lead cross-functional incident bridge calls involving engineers, business partners, and executive stakeholders; identify blockers and drive action from teams across the organization.
• Provide concise, accurate status updates tailored to technical teams, business stakeholders, and leadership.
• Manage handoffs across global teams and time zones, and oversee multiple simultaneous incidents during periods of elevated volume.
• Complete root-cause analyses and postmortems; analyze incident and problem data to identify recurring patterns and opportunities for prevention.
• Escalate recurring incidents and contribute to problem-management efforts aimed at permanent resolution.
• Learn internal tools, products, workflows, and infrastructure during an intensive initial ramp period, with active incident ownership expected after the initial onboarding phase.
• Adapt to evolving incident-management processes and provide proactive feedback and improvement suggestions from front-line incident experience.

Requirements and Qualifications:

• 5+ years of experience in incident management or incident response coordination.
• Demonstrated end-to-end incident ownership, including triage, investigation, routing to engineering teams, mitigation, resolution, quality documentation, and timely stakeholder communications.
• Required experience conducting root-cause analyses and postmortems.
• Experience leading global, cross-functional incident bridge calls with engineering, business, and executive stakeholders across regions and time zones.
• Ability to clearly articulate the incident-management lifecycle and describe real incidents personally managed.
• Broad technical acumen across development, deployment, production operations, and networking, with the ability to ask effective technical questions and recognize potential root causes.
• Experience with an enterprise ticketing, incident-management, or alerting platform.
• Ability to work independently, manage competing priorities, and lead multiple incidents in parallel under pressure.
• Strong written and verbal communication skills, including the ability to provide clear, concise, context-appropriate updates.
• Experience in site reliability engineering, DevOps, production engineering, or a technical role with direct incident ownership.
• Experience supporting high-stakes, customer-facing production environments in payments, financial services, commerce, retail, e-commerce, or other large-scale digital services.
• Working understanding of artificial intelligence concepts.
• Experience with tools such as ServiceNow, PagerDuty, or Jira.
• Experience working in environments with rapidly changing processes and operating models.

Bayside Solutions, Inc. is not able to sponsor any candidates at this time. Additionally, candidates for this position must qualify as a W2 candidate.

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