Job Summary:

As a Senior Product Delivery Associate in Cobrand & Partner Product Incident Management, you are trusted with resolving negative customer experiences through monitoring, working with cross-functional teams, building key relationships, and enabling the product to continuously deliver value to our stakeholders.

The role entails owning end-to-end incident management—triage, coordination, communications, and post-incident review—to drive restoration of systems/services while ensuring controls, compliance, and operational rigor. You will also drive AI-enabled incident operations by using automation and analytics to detect patterns, reduce repeat incidents, improve change readiness, and continuously strengthen stability and scalability.

Job Responsibilities:

• Lead triage, coordination, communications, and post-incident review for incident tickets.
• Run incident communications as a product: deliver crisp, audience-specific updates (technical + executive) with impact, scope, ETA/next update time, and decision/risk logs throughout the lifecycle.
• Lead cross-functional triage bridges: establish command structure, assign owners, drive time-boxed troubleshooting, remove blockers, and keep teams aligned to restore service within agreed timelines.
• Own end-to-end incident tracking: maintain a single source of truth for timelines, actions, owners, dependencies, and status; ensure closure criteria are met and artifacts are complete.
• Translate incident data into insights: identify themes and trends across incidents (top drivers, recurring components, change-related failures, control gaps) and present actionable narratives to leaders.
• Convert insights into measurable actions: create prevention playbooks and prioritized remediation backlogs; define success metrics (e.g., reduced repeats/MTTR) and track actions to completion.
• Drive AI-enabled automation: using AI to drive alert correlation/noise reduction, anomaly detection, auto-triage routing, and incident summarization to accelerate diagnosis and reduce manual toil.
• Operationalize proactive reliability: use trend analytics to recommend targeted automation, monitoring improvements, and resiliency work before issues become incidents.
• Standardize and continuously improve process: refine severity frameworks, comms templates, escalation paths, and runbooks based on lessons learned and performance outcomes.

Required qualifications, capabilities, and skills:

• 3+ years of experience in incident management/IT operations/SRE support within an enterprise environment.
• Proven ability to lead triage calls across application, infrastructure, and vendor teams, driving rapid decisions and timely restoration.
• Strong executive-ready communication skills: concise status updates, impact articulation, ETA management, and stakeholder alignment under pressure.
• Demonstrated experience building and maintaining incident timelines, action trackers, and post-incident artifacts (RCA, corrective actions, lessons learned) with disciplined follow-through.
• Track record of identifying themes and trends (recurring failure modes, top drivers, change-related incidents) and converting insights into prioritized remediation with measurable outcomes.
• Working knowledge of ITIL/incident, problem, and change management concepts, including risk/controls mindset and audit-ready documentation.
• AI focused mindset for continuous improvements in various areas (e.g., alert correlation, auto-ticket enrichment/summarization, anomaly detection, routing/noise reduction) in partnership with engineering.
• Hands-on familiarity with monitoring/observability and ticketing tools (e.g., ServiceNow/Jira; Splunk/Datadog/Dynatrace/Grafana/ or similar).
• Strong organizational skills to manage multiple concurrent incidents, dependencies, and stakeholders while meeting SLAs/OLAs.

Preferred qualifications, capabilities, and skills:

• Experience balancing multiple priorities while providing clear communication to stakeholders.
• Working familiarity with AI/automation concepts in incident operations (e.g., noise reduction, correlation, summarization, auto-triage) and the ability to help teams adopt them.
• Comfort coordinating cross-functional teams (app, infra, security, vendor, business) to restore service quickly and predictably.
• Excellent executive communication skills—clear, concise, and consistent updates during ambiguity and pressure.
• Tooling experience with ServiceNow, Splunk, Alteryx, LLM.
• SQL experience would be outstanding.
• Proficiency with using Excel and PowerPoint.

 Additional Information:

• Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.