US_East | Software Developer - Application Server Technologies_L2

ncident CommanderTexasJob DescriptionWe are seeking an Incident Commander to lead real-time incident management for Webex/Spark services. This role requires strong operational discipline, excellent communication skills, and the ability to manage high-severity incidents through effective bridge handling and cross-functional team coordination.Key Responsibilities:Act as the Incident Commander for Webex/Spark services, leading Major Incident Management (IM) and Problem Management (PM) processes end-to-end.Own and manage incident bridges, ensuring timely engagement, clear communication, and structured resolution processes.Coordinate with engineering, platform, network, and external teams to restore services within defined SLAs.Provide clear verbal and written communication to stakeholders, including incident updates, status reports, and post-incident summaries.Use ITSM tools, preferably ServiceNow, to log, track, and manage incidents and problem records.Perform initial technical triage using knowledge of virtualization, cloud technologies, Kubernetes, VMware, Linux, and networking.Drive Root Cause Analysis (RCA) activities and ensure follow-up actions are tracked through closure.Participate in continuous improvement initiatives for incident management workflows and operational readiness.Required SkillsStrong hands-on experience in Incident Management and Problem Management operations.Excellent bridge handling and stakeholder communication skills.Experience with ITSM tools, preferably ServiceNow.Basic working knowledge of cloud architecture, Kubernetes, VMware, Linux, and computer networking.Preferred SkillsITIL certification.Experience with log analysis tools such as ElasticStack, Kibana, and Grafana.Familiarity with JIRA and monitoring tools such as ThousandEyes and SolarWinds."All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran"