Cloud Incident Response Shift Lead

asmexternalcareersite; Maryland; On-site; USD 95,000 - 130,000; Full time

Job summary

ASM Research seeks an SME Shift Supervisor to act as a key member of the incident management team in a cloud-based environment. You will diagnose, mitigate, and escalate complex issues to maintain high system availability and meet SLA targets, coordinating with operations, development, and external partners.

The role requires 3+ years in operations, strong communication, and hands-on experience with Windows/Linux and cloud tools like Azure/AWS.

Qualifications

• BS in Computer Science or related technical field.
• 3 years of operations experience in application infrastructure support.
• Experience with Windows/Linux system administration.
• Experience supporting cloud environments (Azure/AWS).
• Strong interpersonal and technical communication skills.

Responsibilities

• Diagnose, mitigate, and escalate system issues in a cloud environment.
• Respond to incident tickets to meet SLA objectives.
• Troubleshoot using diagnostic tools and review logs.
• Document fixes and coordinate with engineering for improvements.
• Support on-call weekend rotation and collaboration across teams.

Skills

Incident diagnosis

Escalation handling

Cloud environment

Communication

Troubleshooting

Education

BS in Computer Science

Tools

Netmon

WinDbg

Custom tools

Job description

ASM Research seeks an SME Shift Supervisor to act as a key member of the incident management team in a cloud-based environment. You will diagnose, mitigate, and escalate complex issues to maintain high system availability and meet SLA targets, coordinating with operations, development, and external partners.

The role requires 3+ years in operations, strong communication, and hands-on experience with Windows/Linux and cloud tools like Azure/AWS.