Incident Response Engineer II Cloud Services (RapidScale)

At RapidScale, exceptional technology is powered by exceptional people. We deliver secure, reliable managed and advisory services across private, public, and hybrid clouds, helping organizations innovate, adapt, and grow. As an Elite Broadcom VMware VCSP Partner and top partner with AWS, Azure, and Google, our solutions focus on business outcomes with embedded cyber resiliency and AI to protect today and enable tomorrow backed by the strength of the Cox family of companies. We are seeking an Incident Response Engineer to serve as a key member of our Customer Assurance and Incident Response team. This individual contributor role is responsible for coordinating the resolution of high-impact incidents across our managed cloud services. The ideal candidate has a strong understanding of cloud technologies, excels in communication during high-pressure situations, and is committed to improving incident response processes. This role is essential to protecting customer trust, minimizing business disruption, and driving accountability across technical teams. Key Responsibilities : Incident Lifecycle Management Own and drive resolution of major incidents from detection through closure. Log, categorize, and prioritize incidents based on impact and urgency. Act as the central point of coordination for all critical incidents, ensuring rapid engagement and resolution. Lead technical bridges (live war rooms), engaging engineering teams and third-party vendors as needed. Stakeholder Communication Provide timely and transparent updates to internal stakeholders and customers during active incidents. Coordinate executive-level summaries for prolonged or high-severity events. Translate technical details into clear business impact summaries for non-technical audiences. Post-Incident Review and Process Improvement Facilitate post-incident reviews (PIRs), identifying root causes and recommending corrective actions. Collaborate with engineering and support teams to implement preventive measures. Maintain and enhance documentation, runbooks, and incident response workflows. Monitoring, Metrics, and Risk Mitigation Analyze incident trends to identify systemic issues and potential risks. Track and report on key incident metrics such as Mean Time to Resolution (MTTR) and SLA adherence. Support the continuous improvement of the incident response playbook and escalation processes. Qualifications : Required Bachelor's degree in related discipline and 2 years in an incident response, NOC / SOC escalation, or service delivery role. The right candidate could also have a different combination, such as 6 years' experience. Experience working within an ITIL or structured IT service management framework. Knowledge of cloud platforms (such as Azure, AWS, or GCP). Experience using monitoring and incident management tools (ServiceNow, PagerDuty, Opsgenie, Datadog, etc.). Preferred Experience in a cloud services, SaaS, or managed service provider (MSP) environment. ITIL v3 or v4 Foundation certification (or higher). Familiarity with enterprise support processes and high-availability systems. Exposure to information security incident response is a plus. USD 90,100.00 - 150,100.00 per year Compensation : Compensation includes a base salary of $90,100.00 - $150,100.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Benefits : The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.