Services Incident Responder

Akamai Technologies, Inc.; Raleigh (NC); On-site; USD 54,000 - 96,000; Full time

Benefits offered by this job

Healthcare

401(k) plan

Paid time off (PTO) & vacation

Employee assistance program

Job summary

Akamai Technologies, Inc. is seeking a Services Incident Responder to monitor customer environments, assess live alerts, and perform initial triage to minimize downtime. You will route critical events to engineering teams and deliver timely status updates during incidents.

The role requires 2 years of experience, a Bachelor’s degree in a related field, and strong networking knowledge. This is a full-time position aligned with Akamai’s Managed Cloud Operations team.

Qualifications

• Bachelor's degree required or equivalent practical experience.
• Experience triaging real-time incidents and coordinating with engineering teams.
• Strong understanding of networking concepts and application flows.

Responsibilities

• Track customer environments and internal platforms via alerting systems to catch issues early.
• Perform immediate triage on incidents using playbooks and procedures.
• Assess real-time impact and mobilize the correct engineering teams.
• Create, update, and route priority incident tickets to accelerate resolution.
• Provide timely, accurate status updates to stakeholders during incidents.

Skills

Networking concepts

Incident triage

Monitoring dashboards

Verbal & written communication

Calm under pressure

Attention to detail

Cloud monitoring knowledge

Education

Bachelor's degree in IT, CS, Cybersecurity, Networking, or equivalent

Tools

Centralized alerting systems

Job description

Would you enjoy keeping some of the world's largest online businesses running seamlessly?

Are you passionate about technology, operational excellence, and real-time event response?

Join our world-class Managed Cloud Operations team

Our Managed Cloud Operations team strives to be the most trusted managed services partner for our customers. We ensure the availability and reliability of customer applications through continuous monitoring, swift triage, and team coordination. Our work directly safeguards the performance of critical online services, preventing issues before they affect end users.

Respond to customer events in real time

As a Services Incident Responder, you will serve as the frontline defense for our customer operations. You will monitor environments, assess live alerts, perform initial triage, and route critical events to engineering teams. Your rapid response directly minimizes customer downtime, protecting the digital experiences millions of people rely on daily.

As a Services Incident Responder, you will be responsible for:

• Tracking customer environments and internal platforms via centralized alerting systems to catch issues early.

• Performing immediate triage on customer-impacting events using established operational procedures and playbooks.

• Assessing real-time customer impact and rapidly mobilizing the correct internal engineering teams.

• Creating, updating, and routing priority incident tickets to accelerate issue resolution.

• Delivering timely, accurate status updates during active incidents to keep stakeholders and customers informed.

• Partnering with global operations and engineering groups to resolve customer-facing incidents efficiently.

Do what you love

To be successful in this role you will:

• Have 2yrs experience and a Bachelor's degree in IT, CS, Cybersecurity, Networking, or equivalent practical experience.

• Core understanding of networking concepts (TCP/IP, DNS, HTTP/HTTPS, TLS/SSL) and internet application flow.

• Demonstrate the ability to interpret monitoring dashboards, system logs, and operational alerts to perform rapid initial triage.

• Have excellent verbal and written communication skills to articulate technical updates clearly during active, customer-impacting incidents.

• Have proven capacity to remain calm, focused, and decisive when handling urgent operational issues.

• High attention to detail, adherence to established playbooks, and a strong drive to learn emerging cloud and monitoring technologies.

About us

At Akamai, we make life better for billions of people, trillions of times a day.

Whether you're streaming live events, scrolling social media, watching your favorite series, or managing your savings, we're the engine behind the scenes. We provide the world's most distributed platform from Cloud to Edge to help the giants of the digital world work faster and stay more secure, making the internet a better experience for everyone.

Our focus is simple:

Cloud and Edge: Running apps closer to users for instant performance.

Security : Neutralizing threats before they ever reach your data.

Content Delivery : Scaling the world's biggest moments without a glitch.

AI : Enabling our customers to build, secure, and scale AI apps on the world's most distributed cloud platform.

At Akamai, we don't just support the internet; we power and protect it, because behind every great digital experience is a massive hidden challenge. And we're the ones who solve it. When millions of people hit play or pay, Akamai ensures it just works.

Benefits at Akamai: We support your health, well-being, finances, and life beyond work. See our benefits. (https://www.akamai.com/careers/working-at-akamai?utm_source=akamai&utm_medium=social&utm_campaign=benefits)

FlexBase adapts to your job's needs

Akamai's FlexBase program is yet another way we show our commitment to providing employees with an exceptional workplace experience. It's not about telling employees where to work; it's about supporting employees to do their best work.

We trust our incredible employees to work in ways that suit them best: at home, in an office, or a combination of both.

Connect with us on social and see what life at Akamai is like!

Compensation

Akamai is committed to fair and equitable compensation practices. For US based candidates only - the base salary for this position ranges from $53,600 - $96,400/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. Compensation for candidates outside the US will vary. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.

Equal Employment Opportunity Rights

Akamai Technologies is an Aff…