Monitor production infrastructure and applications using Datadog to proactively identify, investigate, and respond to alerts.
Handle production incidents across different severity levels and ensure timely resolution in accordance with defined SLAs.
Act as an Incident Commander for high-severity (SEV) incidents by leading bridge calls, coordinating with cross-functional teams, driving incident resolution, and providing regular stakeholder updates.
Perform incident triaging, impact assessment, escalation, and coordination until service restoration.
Create, update, and manage JIRA tickets for incident tracking, assignment, and closure.
Coordinate and facilitate Change Approval Board (CAB) calls by reviewing planned changes, validating implementation readiness, assessing operational risks, and ensuring adherence to change management processes.
Monitor production systems during and after change implementations to identify and mitigate any operational impact.
Provide timely and accurate communications to stakeholders during incidents and planned maintenance activities.
Collaborate with Engineering, Development, Infrastructure, and Support teams to resolve production issues efficiently.
Ensure proper shift handovers, maintain operational runbooks, and update knowledge base documentation.
Participate in post-incident reviews (PIRs), root cause discussions, and continuous service improvement initiatives.
Required Skills
Hands-on experience with Datadog monitoring, dashboards, and alert management.
Strong experience in Incident Management within a Production Support or NOC environment.
Proven experience handling Severity (SEV) incidents and serving as an Incident Commander.
Experience coordinating and managing CAB (Change Approval Board) calls and change implementation activities.
Hands-on experience with JIRA for incident, problem, and change tracking.
Excellent verbal and written communication skills with the ability to coordinate across multiple technical and business teams.
Strong analytical, troubleshooting, and decision-making skills with the ability to perform effectively under pressure.
Familiarity with ITIL processes, including Incident, Change, and Problem Management, is preferred.
Willingness to work in a 24x7 rotational shift environment, including weekends and holidays.
