Incident Response Lead - Production Reliability & Automation

UST; Richmond (VA); Hybrid; USD 83,000 - 125,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer matching

Paid time off

Paid holidays

Life insurance

Job summary

UST is seeking an Incident Manager to handle escalated items from members and the Business concierge, coordinating with downstream teams (Application, API, EDP, L2/L3) to drive resolution. You will analyze incidents end-to-end for the Portals, monitor logs with Splunk and Datadog, and drive weekly trend reports to help prevent future outages.

Responsibilities include triaging critical production issues, coordinating with multiple tech teams, and ensuring recovery within SLA while addressing

Qualifications

• Experience analyzing incidents and coordinating with multiple teams.
• Strong knowledge of monitoring tools and incident management processes.
• Excellent communication across leadership levels and functions.

Responsibilities

• End-to-end incident analysis for Portals and escalations.
• Coordinate MTM JIRA requests with Anthem audit teams.
• Analyze logs in Splunk and Datadog to identify trends.
• Produce weekly incident trend reports and aging metrics.
• Bridge gaps between members and development teams on ad-hoc requests.
• Support bulk data uploads and collaborate with Product teams.
• Identify automation opportunities and address privacy/compliance concerns.
• Triage critical production issues and coordinate recovery within SLA.

Skills

Splunk

Java API analysis

Apigee

Microservices

HTTP

OAuth

SSL

Java

SNOW (ServiceNow)

Datadog

AWS

Incident Analysis and management

Web services monitoring

API monitoring

Excellent oral and written comms

Clear articulation (verbal/written)

Leadership communication about tech

Triage and diagnose performance issues

Tools

Splunk

Apigee

Datadog

SNOW (ServiceNow)

AWS

Job description

UST is seeking an Incident Manager to handle escalated items from members and the Business concierge, coordinating with downstream teams (Application, API, EDP, L2/L3) to drive resolution. You will analyze incidents end-to-end for the Portals, monitor logs with Splunk and Datadog, and drive weekly trend reports to help prevent future outages.

Responsibilities include triaging critical production issues, coordinating with multiple tech teams, and ensuring recovery within SLA while addressing