Sage IT INC
Frisco, TX
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Job Description :

Core Qualities

  • Calm under pressure Maintains composure and ensures clear direction during high-stress incidents.
  • Effective communicator Provides timely, concise updates tailored to technical teams, executives, and customers.
  • Decisive leader Makes sound decisions quickly, even with limited or incomplete data.
  • Regional expertise Understands local regulations, time zones, and cultural nuances for effective coordination.
  • Collaborative mindset Builds strong partnerships across engineering, operations, vendors, and business units.
  • Analytical approach Skilled in identifying root causes, trends, and lessons learned from incidents.
  • Customer-focused Keeps business continuity and user experience at the center of incident handling.
  • Adaptable Adjusts strategies to fit diverse incident scenarios and changing priorities.
  • Detail-oriented Ensures thorough documentation, follow-ups, and closure of corrective actions.
  • Leadership presence Provides steady guidance that instills confidence in stakeholders.

Technical Skills

  • ITIL / Incident Management frameworks Strong grounding in ITIL practices and major incident workflows.
  • Monitoring & observability tools Knowledge of Splunk, Datadog, Prometheus, AppDynamics, Grafana, etc.
  • Infrastructure fundamentals Understanding of networking, cloud platforms (AWS, Azure, GCP), storage, and virtualization.
  • Application architecture awareness Familiarity with APIs, databases, middleware, and microservices.
  • Security incident handling Exposure to SIEM tools (e.g., Splunk ES, QRadar, Sentinel) and escalation practices.
  • War-room coordination tools Skilled in ServiceNow, Jira, PagerDuty, Opsgenie, Slack, MS Teams, Zoom.
  • Root cause analysis techniques Experience with RCA frameworks (5 Whys, Fishbone, fault-tree analysis).
  • Automation & scripting awareness Basic understanding of PowerShell, Python, or shell scripting.
  • Disaster recovery planning Ability to execute DR/BCP processes, backup, and failover strategies.
  • Compliance knowledge Awareness of GDPR, HIPAA, and other regional data/privacy regulations.
             

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