Enterprise SRE - Incident coordinator

About the role

This role is categorized as hybrid. The successful candidate is expected to report to Warren Global Technical Center or Austin Technical Center three times per week, at minimum.

Responsibilities

• Serve as the central coordination point for major incidents, critical service degradations, and P2 issues that are at risk of escalating to P1
• Leverage the GM toolset, including ServiceNow, PagerDuty, Slack, and Microsoft Teams, to open, coordinate, and manage major incident response activities
• Validate P1 incidents before automated workflows are run from ticket promotion, including targeted engagement, Slack channel creation, and Teams channel generation for live incident communication
• Perform rapid triage to assess incident scope, business impact, urgency, and escalation path
• Send targeted incident notifications with clean, concise information to the right technical teams, leaders, and stakeholders
• Engage the necessary technical teams quickly so investigation and mitigation can begin without delay
• Lead incident bridges and command and control activities during active incidents
• Maintain accurate real-time documentation of actions, decisions, owners, timelines, and next steps throughout the incident lifecycle
• Coordinate structured updates to leadership, stakeholders, and affected support teams during active incidents
• Manage emergency change governance during major incidents, including support for Emergency CAB processes for break/fix changes managed by the ETO Command and Control team
• Generate and collect incident summaries that support the post-incident review process
• Aid teams in driving and troubleshooting P2 issues as needed
• Support incident closure activities, including final communications, handoff items, and post-incident review preparation
• Identify recurring patterns, process gaps, and operational improvement opportunities from incident trends
• Coordinate and run the weekly Enterprise Operations Review meeting
• Support ServiceNow validation testing
• Participate in Cyber Recovery test events
• Support PagerDuty maintenance and education

Requirements

• Bachelor’s degree in information technology, computer science, engineering, business, or equivalent practical experience
• 5+ years of experience in incident management, command center operations, production support, network operations, service operations, site reliability engineering, or a similar environment
• Strong verbal and written communication skills, including the ability to provide concise, actionable updates during high-pressure situations
• Strong understanding of incident severity models, escalation workflows, and service restoration practices
• Knowledge of technology stacks across multiple layers of the environment
• Understanding of networking terminology and core infrastructure concepts
• Ability to assist teams with basic troubleshooting during active incidents
• Demonstrated ability to make sound decisions under pressure with incomplete information
• Experience using incident and collaboration tools such as ServiceNow, PagerDuty, Slack, and Microsoft Teams
• Strong organizational skills with the ability to track multiple workstreams simultaneously during live incidents
• Ability to work in a rotational, after-hours, or on-call support environment if required

Qualifications

• Experience in an enterprise command center, major incident management office, or 24x7 operations environment
• Familiarity with ITIL incident management practices
• Experience supporting cloud platforms, distributed systems, SaaS applications, or customer-facing digital services
• Exposure to post-incident reviews, root cause analysis, and continuous improvement programs
• Experience working across infrastructure, application, security, vendor, and business support teams
• Knowledge of operational reporting, service health monitoring, and incident trend analysis

Skills

• Incident leadership
• Command presence
• Structured communication
• Escalation judgment
• Cross-functional coordination
• Prioritization under pressure
• Real-time documentation
• Stakeholder management
• Operational discipline
• Basic technical troubleshooting
• Continuous improvement mindset

Benefits

• Compensation: The expected base compensation for this role is: $119,200 - $175,450. Actual base compensation within the identified range will vary based on factors relevant to the position.
• Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance.
• Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more.

Pay

The expected base compensation for this role is: $119,200 - $175,450. Actual base compensation within the identified range will vary based on factors relevant to the position.

Schedule

Actual schedule may vary based on business needs.