Elastic Incident Management Lead 

India 

692207708

• Lead the team that provides 24x7 support, including being available for on-call shifts over weekends on a rotating basis and managing the on-call schedule.
• Lead out during any severe incidents including executing on the application specific playbook, pulling in subject matter experts, and communicating status.
• Provide first-line support to customers by managing tickets submitted via ServiceNow, ensuring prompt and professional responses.
• Escalate complicated issues to the appropriate internal teams and follow up until resolution ensuring effective communication and coordination.
• Document playbooks for key applications to be supported by the team including key vendor contact information, business continuity and disaster recovery protocols.
• Establish and implement a severity rating system that can be used to review and triage requests along with established SLAs.
• Document all support interactions and technical solutions in the ticketing system, maintaining accurate and detailed records.
• Monitor systems and applications proactively for any issues that may impact service availability (internal and external), and take preventive measures when necessary.
• Participate in the creation and maintenance of knowledge base articles and support documentation, contributing to the continuous improvement of support processes.
• Collaborate with application owners to document business continuity and recovery plans and implement those plans during incidents, ensuring minimal disruption to operations.
• Assist with system maintenance, upgrades, and emergency responses as needed, demonstrating flexibility and adaptability.
• Conduct root cause analysis following any incident.

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent professional experience.
• Minimum of 6-10 years of experience in a technical support or IT support role, preferably in a 24/7 environment.
• Good understanding of SaaS applications and single sign-on (SSO) services such as Okta, as well as website technologies.
• Experienced with support ticketing systems (e.g., ServiceNow) and remote support tools, with a solid grasp of support standard processes.
• Excellent problem-solving skills and the ability to work under stress, maintaining composure and effective decision-making.
• Good communication skills and proficiency in English (both written and verbal), with the ability to convey technical information clearly to non-technical audiences.
• Flexibility to work a shift schedule, including nights, weekends, and holidays, ensuring continuous support coverage.
• Experience working with Okta, Elastic Kibana or similar monitoring and alerting tools, facilitating proactive issue detection and resolution

• Fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux, and Okta
• Passion for improving and automating processes
• Ability and interest in working in a fast-paced, high-growth setting with a positive approach
• Worked with multicultural and geographically distributed teams

We strive to have parity of benefits across regions, and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with a minimum of 16 weeks of parental leave

Applicants have rights under Federal Employment Laws; view posters linked below: Poster; Poster; Poster and (Poster)

Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.