About the Position:Position Overview
Operational Incident Commander responsible for solo commanding service incidents of any severity, including Sev1 and Sev2, from detection through technical resolution and through the postmortem that follows. This is the role that puts hands on the wheel during an active incident: assembling the response team, running the bridge, driving investigation, coordinating remediation in real time, and closing the loop with a postmortem and templated status communications.
Given the size of the Incident Commander team, Level 1 cannot be a narrow, entry-only role; it has to be able to run the full lifecycle of a routine incident independently, including publishing templated status updates and facilitating the postmortem for incidents it personally commanded. What Level 1 does not own is judgment that carries cross organizational visibility: finalizing severity for Sev1/Sev2, deciding on communications that fall outside the standard template, and authoring the formal RCA document sit with Level 2.
Primary Responsibilities and Duties
- Solo command incidents at any severity (Sev1 through Sev4) from detection through technical resolution, including Sev1/Sev2 incidents
- Assemble the appropriate response team and lead the command bridge (Zoom, incident channel) for the incident's duration
- Monitor and triage incoming incidents using Jira, Zendesk, and Statuspage; propose an initial severity assessment
- Lead technical investigation using Kibana, Grafana, and Unix command line tools to identify probable cause and drive remediation
- Gather input from tech leads and subject matter experts on symptoms, fixes, and remediation risk, and drive the incident to technical resolution
- Author and publish templated status page and incident updates directly, using existing templates
- Document the incident timeline, actions taken, and outcomes in real time in the incident tracking tool
- Run the postmortem for incidents using existing templates, and drive resulting action items to closure
- Chair COE Review meetings
- Follow and execute against existing incident response playbooks; flag gaps or outdated steps to a Level 2 Incident Commander
- Hand off RCA authorship and any communications that fall outside the standard template to a Level 2 Incident Commander at the appropriate point during, or immediately following, the incident
- Escalate incidents that carry ambiguous severity, cross organizational risk, or customer/reputational risk to a Level 2 or Level 3 Incident Commander
Key Skills
- Working knowledge of incident management and monitoring tooling (Jira, Zendesk, Statuspage, Kibana, Grafana)
- Working Unix command line proficiency
- Ability to stay calm, decisive, and organized while running a live bridge under time pressure
- Structured troubleshooting and technical investigation
- Comfort writing clear, templated customer facing status updates and facilitating a structured postmortem meeting
- Ability to recognize when a decision exceeds this level's scope and hand it off cleanly
Minimum Qualifications
- 0 to 3 years of IT support, NOC, or incident management experience
- Technical degree, diploma, or equivalent practical experience
- Demonstrated interest in networking, systems operations, or cybersecurity
- Customer facing experience in any capacity
BenefitsAll wolves receive compelling compensation and benefits packages, including:
- Equity for all employees
- Flexible time off and paid volunteer days
- RRSP contribution and matching
- Training and career development programs
- Comprehensive private benefits plan including medical, mental health, dental, disability, life and AD&D, and value-added services
- Robust Employee Assistance Program (EAP) with mental health services
- Family-forming benefits, enhanced maternity benefits, and paid parental leave
Base SalaryThe base salary range for this job family is 65,000 to 143,000 CAD annually. This range reflects the base pay the company reasonably expects to offer for this position, aligned to the broader job family base pay structure. Actual base pay may vary based on skills, experience, and location, including job family level. In addition to base pay, Arctic Wolf offers variable incentive compensation, new hire equity grants, and a comprehensive benefits package.
