Description
The Incident Response Engineer is responsible for monitoring and supporting critical production infrastructure and applications, ensuring timely response to incidents and minimizing impact to customers and business operations.
Responsibilities:
- Provide 24x7x365 operational support for global infrastructure and applications, focusing on service availability and operational resilience.
- Monitor critical infrastructure, applications, network traffic, and processing environments to proactively identify and respond to service degradation, failures, and operational anomalies.
- Lead and coordinate incident response activities, ensuring timely troubleshooting, escalation, communication, and restoration of services during high-priority incidents.
- Execute and support Incident, Change, and Problem Management processes, ensuring proper documentation, escalation, follow-up, and operational discipline.
- Perform advanced troubleshooting and technical analysis to identify issues across infrastructure, applications, and network environments.
- Conduct Root Cause Analysis (RCA) for major or recurring incidents, identifying corrective and preventive actions.
- Partner with internal technology teams, customers, and external vendors to drive incidents toward resolution.
- Support Change Management activities, assessing operational risks and ensuring changes are implemented with minimal impact.
- Analyze operational and performance data to identify trends, recurring incidents, potential risks, and opportunities for service improvement.
- Monitor network traffic and connectivity, troubleshooting issues related to routing, switching, tunneling, MPLS, and other network technologies.
- Route customer and central-site traffic when required to minimize downtime and protect business continuity.
- Support scheduled releases, patches, maintenance activities, and production changes across critical systems.
- Maintain clear and timely communication with technical teams, leadership, customers, and stakeholders throughout the incident lifecycle.
- Contribute to continuous improvement initiatives focused on operational resilience, incident prevention, monitoring effectiveness, and faster service restoration.
Requirements:
- Associate or bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.
- 5+ years of experience in production operations, incident response, infrastructure support, or a related technical environment.
- Experience with Incident Management, Change Management, troubleshooting, and Root Cause Analysis in complex production environments.
- Strong troubleshooting mindset and solid understanding of networking concepts and technologies.
- Experience with monitoring and observability tools.
- Ability to operate effectively under pressure and manage multiple priorities.
- Experience working in 24x7 mission-critical or high-availability environments.
- Strong organizational and analytical skills.
- Fluent English, both written and spoken.
Preferred Qualifications:
- CCNA or other relevant networking certification.
- Experience supporting highly available, globally distributed infrastructure.
- Familiarity with ITIL practices.
- Experience in banking, payments, financial services, or transaction-processing environments.
- Portuguese language proficiency.