Incident Management Specialist – Launch & Deployment Support

Key Responsibilities

• Manage and coordinate incidents during deployment and launch events, providing shift-based support as required
• Gather, analyze, and validate incident ticket details to ensure accuracy and completeness
• Understand key incident actions, identify appropriate Points of Contact (POCs), and facilitate timely resolution
• Lead and participate in incident-related leader calls, delivering clear, concise, and timely verbal and written updates
• Use Jira for incident tracking, ticket management, and administrative tasks
• Ensure adherence to established incident management processes while identifying opportunities for improvement
• Maintain detailed incident documentation, including timelines, actions taken, and outcomes
• Support continuous improvement efforts by capturing lessons learned after each event

Required Qualifications

• Proven experience in incident management, including ticket triage, coordination, and resolution
• Strong technical troubleshooting, diagnostic, and problem-solving skills
• Exceptional verbal and written communication skills, particularly in high-pressure situations
• Proficiency with Jira incident ticketing systems and related administrative activities
• Demonstrated ability to stay highly organized, maintain attention to detail, and consistently follow defined processes

PREFERRED QUALIFICATIONS

• Experience with process management and continuous improvement initiatives
• Prior support of large-scale launch events or complex deployments requiring shift coverage
• Experience creating, maintaining, and improving incident documentation, playbooks, and operating procedures
• Experience conducting Root Cause Analysis (RCA) and implementing preventive and corrective actions

Ampcus is an Equal Opportunity Employer.