Incident Response Analyst II

Investigate, report, and respond to alerts, incident response (war room, remote bridges).

Respond to incidents and critical situations in a calm, problem-solving manner, and conduct in-depth investigation of alerts.

Be the first line of defense using monitoring and automation tools to conduct investigation, classification, and triage, all within prescribed SLAs.

Provide deep understanding and intelligence of incident criticality and impact to resolver groups.

Ensure detailed records of alarm handling activities, including actions taken and resolutions in ticketing tools; file incident reports.

Act as incident commander during major incidents.

Understand internal/external communication methods and stakeholder responsibilities.

Support program managers and facilitate project deliverables, improving operational and engineering initiatives.

Conduct root cause analysis (RCA) to determine recurring problems.

Use in-depth questioning and analysis to determine the underlying cause of incidents or problems (Who, What, Where, When, Why).

Perform duties in compliance with SOPs, MOPs, Runbooks, and Playbooks.
 

Continuously monitor alarm dashboards and systems.

Investigate and respond to alarms related to Network, Data Center Environment, Server Health, Facility Security, and Safety.

Identify and acknowledge incidents associated with alarms.

Assess incidents to determine their criticality and operational impact.

Engage resolver groups and escalate to higher tiers or management following established paths.

Maintain communication with teams, stakeholders, and incident responders.

Follow documented procedures to resolve incidents promptly and effectively.

Ensure accurate records of alarm handling and resolution activities in ticketing tools.

Comply with SOPs, MOPs, Runbooks, and Playbooks.
 

Monitor Everbridge Visual Command Center (VCC), InternationalSOS emails, and open-source tools for real-time incidents affecting ByteDance assets and travelers.

Monitor tools or queries for specific stakeholder requests.

Report on violence, severe weather, or threats to life, property, and assets.

Coordinate emergency responses, including with law enforcement if required.

Verify incident information accuracy through secondary sources.

Generate heatmaps to highlight affected areas during significant events.

Collaborate with security and operational teams for a coordinated response.

Implement incident containment and mitigation strategies.

Document incident details, response actions, and lessons learned.

Follow SOPs, MOPs, Runbooks, and Playbooks.
 

Monitor Closed-Circuit Television (CCTV) and Access Control Systems (ACS).

Track alarms for safety events including electrical issues, fire hazards, equipment failures, and water leaks.

Review camera footage for quality and area coverage.

Investigate and report access control incidents.

Report findings to the Security and Safety Engineering teams.

Follow SOPs, MOPs, Runbooks, and Playbooks.

Familiarity with Lenel and Genetec systems.
 

Real-time monitoring of cloud infrastructure using tools such as AWS CloudWatch, Azure Monitor, and GCP Stackdriver.

Incident triage and escalation of alerts related to cloud-based services and resources (e.g., compute, storage, networking).

Coordination with Cloud Engineers and DevOps teams during cross-environment incidents to ensure rapid resolution and clear communications.

Identification and classification of cloud service anomalies, including misconfigurations, degraded services, and unauthorized access attempts.

Understanding of cloud-native architectures such as virtual private clouds (VPC), IAM, container orchestration (e.g., Kubernetes), and serverless functions.

Documentation of root cause analysis (RCA) and corrective actions for cloud incidents, feeding back into playbooks and runbooks.

Basic scripting and automation skills (Python, Bash, or PowerShell) for incident analysis and tooling.

Awareness of cloud security protocols, including encryption, IAM policies, and compliance standards like ISO 27001 and SOC 2.

2+ years of experience in a NOC, command center, or similar 24/7 operations environment

Ability to quickly triage and prioritize multiple incidents based on risk

Knowledge of systems including IP Networks, DC Environment, and Server Health

Strong written and verbal communication skills

Works well under pressure and within deadlines

Excellent communication and collaboration abilities

Strong analytical and problem-solving skills

Ability to work independently and as part of a team

Familiarity with data protection laws such as GDPR

This is an on-site role at client facilities

Must be willing to work variable shifts, including nights, weekends, and holidays
 

Degree in Information Technology

Networking knowledge (IP, DNS, load balancing)

Experience with Grafana, ticketing systems, and DC infrastructure.

Certifications such as CompTIA Server+ or Schneider Electric DCCA

Experience with Lenel, Genetec, or Avigilon systems is a plus

Proficiency with programming/scripting tools