Job Description
Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets: Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA.
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Summary
The Manager, Incident Response is a senior operational leader responsible for ensuring the reliability, stability, and operational excellence of Cosm's global technology ecosystem. Operating within a follow-the-sun Operations Center model, this role owns incident response execution, escalation authority, and the quality and integrity of the operational data that underpins effective product operations.
This leader oversees the Gurugram incident response team and plays a hands on role in monitoring and incident command, ensuring incidents are handled with discipline, clarity, and accountability. A core focus of the role is defining, tracking, and continuously improving operational data quality through clear KPIs, regular audits, and ongoing incident trend analysis.
The ideal candidate combines deep operations and incident response experience with a passion for process, precision, and well run systems. They bring a detail oriented mindset and strong technical judgment across on premise and cloud environments, leading calmly through high impact events and using data driven insight to ensure Cosm's venues, customer installations, live productions, and cloud services deliver a seamless customer experience worldwide.
Job Responsibilities
Act as the primary incident and escalation authority within a follow-the-sun Operations Center model, owning command, decision making, and accountability for high severity incidents.
Lead incident response execution and monitoring coverage, ensuring incidents are handled with structure, urgency, clear communication, and effective escalation, including occasional night and weekend engagement.
Own operational data integrity and process adherence by defining and tracking KPIs across incident records, including classification accuracy, timeliness, documentation quality, and SOP compliance.
Analyze incident trends and operational data to surface actionable insights for senior leadership, informing RCA prioritization and guiding product and engineering discussions.
Drive continuous improvement by translating audit results, KPI gaps, and incident learnings into updated playbooks, process changes, and targeted team training.
Leverage off peak shift coverage to perform deep analysis, audits, backlog cleanup, and process validation work not feasible during active venue hours.
Lead and develop the Gurugram incident response team, reinforcing operational discipline, data quality standards, and consistent execution across global handoffs.
Experience And Qualifications
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent operational experience.
10 or more years of experience in incident response or operations roles in complex, 24x7 production environments.
Proven experience serving as an incident commander or escalation authority for high severity incidents.
Strong hands on experience with ServiceNow, including Incident, Problem, Change, and CMDB, with ownership of data quality and record integrity.
Demonstrated experience defining and tracking operational data quality KPIs, performing audits, and conducting trend analysis to drive continuous improvement.
Experience translating incident and operational data into actionable insights and reporting for senior leadership, including support for product and engineering decisions.
Experience with modern monitoring and observability platforms such as Datadog, Grafana, Prometheus, or similar tools.
Experience leading incident response teams within shift based or follow the sun operating models, and working across global teams and time zones.
Work Environment
Mostly remote, hybrid role based in Gurugram, with periodic on site presence as needed.
Shift based role aligned to global Operations Center coverage, including regular early morning IST hours and weekly alignment with US HQ working hours, which will require IST night time work.
Participation in an on call rotation and follow the sun operating model, with accountability extending beyond a fixed 8 hour shift and including off shift escalation engagement and occasional weekend involvement.
Shift timings and coverage expectations may evolve over time based on business needs and operational requirements.
Fast paced, high availability operations environment requiring flexibility and engagement during critical incidents and major business events.
All applicants must be at least 18 years of age at the time of employment. This requirement is in accordance with applicable federal, state, and local labor laws. Cosm is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
