Incident Lead

Incident Lead

Lead II - DevOps Engineering

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at UST.com.

You Are:

We are looking for a highly skilled Incident Lead to manage and drive resolution of production incidents for enterprise microservices-based platforms. This role plays a mission-critical function in real-time incident triage, bridge management, root cause analysis, and coordination across multiple technology and business teams in a 24x7 global environment.

The opportunity:

* Incident Management & Response

* Lead and manage Major Incident (P1/P2) bridges, ensuring fast triage and restoration

* Act as the Single Point of Contact (SPOC) during major incidents

* Ensure incidents are resolved within SLA timelines with clear communication throughout the lifecycle

* Coordinate with engineering, infrastructure, DevOps, and database teams during incidents

* Technical Triage & Diagnostics

* Perform hands-on troubleshooting for microservices-based applications

* Analyze logs using Splunk, identify patterns, and isolate root causes

* Support and debug Unix-based batch jobs, failures, and recoveries

* Query and analyze Cassandra DB for data validation and issue diagnosis

* Troubleshoot services deployed on AWS and Kubernetes (K8s)

* Post-Incident & Problem Management

* Lead Root Cause Analysis (RCA) and post-incident reviews

* Track and ensure completion of corrective and preventive actions

* Identify recurring issues and partner with teams to eliminate systemic problems

* Operational Excellence

* Contribute to automation and monitoring improvements to reduce MTTR

* Help refine incident processes, playbooks, and escalation models

* Support continuous improvements in observability and resilience

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

* 6-10 years of experience in Application Production Support or Incident Management

* Strong understanding of microservices architecture and distributed systems

* Hands-on expertise in:

* Splunk (advanced log analysis and querying)

* Grafana and monitoring tools

* Cassandra DB (strong querying and functional knowledge)

* Unix/Linux (batch jobs, shell scripting, troubleshooting)

* AWS (EC2, CloudWatch, core services)

* Kubernetes (K8s) and containerized environments

* Strong experience handling Major Incidents and production bridges

* Ability to work in 24x7 rotational shifts, including weekends

* Preferred Qualifications:

* Experience supporting high-throughput, mission-critical enterprise platforms

* Familiarity with ITIL Incident & Problem Management

* Exposure to DevOps, SRE, and CI/CD toolchains

* Key Competencies:

* Exceptional crisis management and decision-making skills

* Strong analytical and troubleshooting capability

* Clear, confident communication with technical and non-technical stakeholders

* Ownership mindset with focus on service stability and customer impact

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Washington

Compensation Range : $90,000-$135,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

#UST

#CB

#LI-AP4

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