Job Description

Summary
The Incident Response Analyst is a mid level role responsible for monitoring the performance of Cosm’s infrastructure and systems to ensure site reliability and operational continuity across live entertainment venues and live broadcast environments. This role operates in a real time, high pressure setting where rapid incident detection, triage, and coordination are critical.
A core responsibility is leading clear, structured verbal communication during highvisibility incidents, ensuring all stakeholders remain aligned on impact, current state, and next steps in real time.
Responsibilities
• Monitor infrastructure, services, and applications to identify and resolve issues before they impact end users
• Lead real time communication during major incidents, delivering clear,concise, and structured verbal updates on incident bridges
• Rapidly establish and communicate situational awareness including impact,scope, timeline, and actions in progress
• Own the current state narrative during incidents, ensuring alignment acrossOps Center, leadership, engineering, and field teams
• Drive structured communication flow during incidents to maintain clarity,ownership, and decision making
• Act as a primary point of contact for high impact incidents and escalations
• Coordinate cross functional teams to drive timely mitigation and resolution
• Ensure accurate incident tracking, documentation, and timeline managementthroughout the incident lifecycle
• Lead clear end of shift handoffs, summarizing incident status, risks, andongoing investigations
• Partner with engineering on remediation and follow up actions
• Generate incident reports and provide operational and trend analysis tostakeholders
• Coordinate planned maintenance, upgrades, and outages across teams
• Mentor junior team members and provide feedback to improve incident communication practices
• Contribute to improving Ops Center tools, processes, and documentation
• Collaborate with field services and customer support teams to improve overall reliability and customer experience
Experience
• Bachelor’s degree in Computer Science, Information Technology, or related field
• 5+ years of experience in an Ops Center, incident management, or similar role
• Proven experience leading real time verbal communication during highseverity incidents, delivering clear and structured updates on incident bridges
• Experience coordinating cross functional teams during major incidents
• Proficiency with incident management and monitoring tools (e.g., Grafana,ServiceNow)
• Strong analytical, communication, and problem solving skills
• Ability to operate decisively in high pressure, real time environments
• Experience managing multiple concurrent incidents
• Familiarity with ITIL or similar incident management frameworks
• Previous experience in a 24/7 operations environment
• Experience communicating directly with customers or clients (bonus)
Work Environment
This is a live event role requiring flexibility to work irregular shifts, including early mornings, nights, weekends, and holidays based on operational needs.