Job Description:
Candidates should have experience in at least one of the following environments:
IT Operations Center (ITOC / NOC)
Major Incident Management support
Service desk escalation coordination
DevOps or Site Reliability coordination
Technical operations war-room environments
Functional Capabilities
Contractors will perform functions such as:
Incident Scribe
Maintain real-time incident timeline
Document hypotheses, decisions, and actions
Capture troubleshooting progress
Maintain accurate time-stamped incident log
Resource Coordination
Page and engage technical teams
Track engagement status of responders
Ensure correct subject matter experts are present
Monitor engagement gaps
Change / Event Research
Review recent change activity
Identify potentially related deployments
Surface relevant change data to the bridge quickly
Operational Support
Track action items and assignments
Monitor chat channels for signal
Identify missing stakeholders
Support the incident commander
Preferred Experience
Experience supporting major incident bridges
Familiarity with ITIL Incident Management
Experience using collaboration tools such as:
Microsoft Teams
Slack
PagerDuty
ServiceNow
Highly Desired Traits
These candidates often perform exceptionally well:
Former NOC analysts
Technical project coordinators
Incident management coordinators
SRE support roles
Military operations specialists
Individuals with experience in command center environments