Junior Incident Response & IT Operations Engineer

United States Digital Space LLC; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Remote-eligible position

Competitive pay and benefits

Professional development opportunities

Relocation assistance

Job summary

United States Digital Space LLC is seeking an experienced Incident Response Specialist to support IT and contact center environments. You will manage incidents, monitor performance, coordinate across teams and vendors, and leverage AI Copilot tools to drive efficiency.

The role requires hands-on experience with ServiceNow, Splunk, Dynatrace, and Genesys Engage, plus strong communication skills in a fast-paced setting. Remote work flexibility is available with national scope.

Qualifications

• 3+ years of incident response, crisis management, and vendor coordination.
• 3+ years of IT operations, network monitoring, or command center environments.
• 2+ years of experience with Genesys Engage or cloud-based call center applications.
• Excellent communication and teamwork skills.

Responsibilities

• Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability.
• Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors.
• Track queue performance, call volumes, and overall system health using dashboards and analytics tools.
• Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews.
• Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation.
• Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents.
• Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.

Skills

Incident response

Crisis management

Vendor coordination

IT operations

Tools

ServiceNow

Splunk

Dynatrace

Genesys Engage

Job description

United States Digital Space LLC is seeking an experienced Incident Response Specialist to support IT and contact center environments. You will manage incidents, monitor performance, coordinate across teams and vendors, and leverage AI Copilot tools to drive efficiency.

The role requires hands-on experience with ServiceNow, Splunk, Dynatrace, and Genesys Engage, plus strong communication skills in a fast-paced setting. Remote work flexibility is available with national scope.