Incident Response Technician - Consultancy

Hamilton Barnes; California; Sur place; USD 85 500 - 104 500; Plein temps

Résumé du poste

Hamilton Barnes Associates Limited is seeking an Incident Response Technician for a 24×7 on-site Incident Response Center (IRC). You will monitor, triage, log, and initiate investigations across data center facilities, infrastructure and security systems, acting as the first line of operational response.

Ideal candidates have 2–3 years in a command centre or similar operations, with a foundation in data centre concepts, IP networking, and server infrastructure, able to escalate with context to

Qualifications

• 2–3 years in a command centre, NOC, SOC, or similar 24×7 operations environment.
• Ability to triage multiple alerts and prioritise based on operational risk.
• Basic data centre facilities concepts (power, cooling, environmental monitoring) and IP networking fundamentals.

Responsabilités

• Monitor approved platforms for real-time alerts across facilities, infrastructure, and security domains.
• Act as the first layer of defence, rapidly detecting and validating alerts.
• Log incidents in ITSM, classify by impact/urgency, and escalate with context as needed.
• Serve as primary point of contact for site-level alerts during shifts and maintain incident documentation.

Connaissances

NOC/SOC experience

Alert triage

Data center concepts

Networking basics

Description du poste

Are you looking for a new opportunity?

Join a leading global IT solutions provider trusted by some of the world’s most recognized and innovative organizations. Founded over 2 decades ago, the business has expanded across multiple countries with a team of more than 2,000 IT professionals. Focused on helping clients improve decision-making, drive operational efficiency, and gain a competitive edge, the organization combines world-class talent, clear vision, and innovative technology to deliver impactful solutions.

The Incident Response Technician is a Tier-1 role within a 24×7 onsite Incident Response Center (IRC), responsible for real-time monitoring, alert triage, incident logging, and initial investigation across data center facilities, infrastructure, and security systems. This role serves as the first line of operational response, ensuring incidents are quickly detected, accurately classified, and escalated with the right context to engineering, facilities, network, or security teams.

Key Responsibilities

Monitoring & Alert Triage (Primary Focus)

• Monitor approved platforms for real-time alerts across facilities, infrastructure, and security domains.
• Act as the first layer of defence, rapidly detecting and validating alerts.
• Distinguish true incidents from noise, duplicate, or flapping alerts.
• Acknowledge alerts within defined response targets and establish ownership.

Facility & Critical Infrastructure Alerts

• Respond to and triage facility-related alerts, including but not limited to:
• High temperature and high humidity conditions.
• Power failures, power quality fluctuations, and UPS/PDU alarms.
• Cooling system alerts (CRAC/CRAH, environmental sensors).
• Water leak detection or environmental deviations.
• Assess operational impact and lift to Facilities, Electrical, or Mechanical teams as required.

Infrastructure & Security Event Monitoring

• Monitor and triage alerts related to:
• Server performance degradation or system failures.
• Network connectivity issues or transport failures.
• Intrusion Detection Systems (IDS) and Access Control anomalies.
• Forced-door, badge, or other security-related alerts impacting operations.
• Perform initial investigation and ensure incidents are routed to the appropriate resolver groups with sufficient context.

Incident Management & Escalation

• Log incidents in the ITSM system within defined time targets.
• Categorise and prioritise incidents based on impact and urgency.
• Follow approved SOPs and runbooks for initial validation and remediation.
• Escalate incidents according to defined thresholds and priority rules.
• Support Major Incident response by executing assigned roles under Shift Lead direction.

Communication & Documentation

• Serve as a primary point of contact for site-level alerts and incidents during assigned shifts.
• Maintain clear, concise, and accurate ticket updates throughout the incident lifecycle.
• Prepare incident documentation including timelines, actions taken, and resolution details.
• Participate in shift handovers to ensure continuity across teams.

Operational Hygiene & Continuous Improvement

• Participate in ticket quality reviews and housekeeping routines.
• Identify recurring alerts, noisy signals, and procedural gaps.
• Contribute to SOP and runbook updates based on operational experience.
• Support trend analysis, problem management inputs, and improvement initiatives.

Required Skills/Qualifications

• 2-3 years of experience in a command centre, NOC, SOC, service desk, or similar 24×7 operations environment.
• Demonstrated ability to triage multiple concurrent alerts and prioritise based on operational risk.
• Basic understanding of:
• Data centre facilities concepts (power, cooling, environmental monitoring).
• IP networking fundamentals and server infrastructure.

Salary

• $95,000