Incident Response Analyst

Job Description Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets: Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA. IMPORTANT NOTICE FROM THE COSM HUMAN RESOURCES & RECRUITING TEAM REGARDING A RECRUITING SCAM: Your security and trust matter to us. Please note that Cosm Recruiters will ALWAYS communicate with you from an official @Cosm.com email address or through authorized platforms such as LinkedIn. We will NEVER request payments, banking details, or personal financial information during the recruitment process. If you receive a suspicious communication or job offer claiming to be from Cosm, please do not respond or share personal information. For official Cosm opportunities, always visit www.cosm.com/careers. Summary The Incident Response Analyst is a mid-level role that is responsible for monitoring the overall performance of Cosm's infrastructure, and systems, to ensure Site Reliability for Cosm's Live Entertainment Venues, and Live Broadcasts. This includes identifying and resolving high visibility incidents and escalations, contributing to the strategic planning to prevent incidents, and it also plays a pivotal role in shaping the overall operating framework. Responsibilities - Independently monitor and manage Cosm's technical operations, including incident resolution. - Lead the diagnosis, prioritization, and documentation of critical incidents. - Act as a primary point of contact for high-level impact incidents and escalations. - Collaborate with engineering to implement incident remediations and follow-up. - Generate and deliver regular incident and operational reports to stakeholders. - Coordinate upgrades, outages, and planned activities with cross-functional teams. - Provide mentorship and guidance to less-tenured team members. - Contribute to refining and enhancing Ops Center tools, processes, and procedures. - Work closely with field services teams to gather feedback and improve reliability. - Collaborate with B2C Customer Service to monitor incidents affecting customer experience. - Ability to be a part of an on-call rotation, occasionally working nights and weekends to support high-priority business events. Experience - Bachelor's degree in Computer Science, Information Technology, or related field. - 5+ years of experience in an Ops Center, incident management, or similar role. - Proficiency in incident management tools and systems (e.g., Grafana, ServiceNow). - Experience supporting infrastructures and configuring SaaS applications. - Strong analytical, communication, and problem-solving skills. - Ability to lead and work effectively in a team environment. - Experience with automation tools and platforms. - Knowledge of ITIL or similar incident/service management frameworks. - Demonstrated ability to manage high-pressure situations and multiple incidents. - Previous experience in a 24/7 operations center Work Environment - Available for overtime and weekends as the schedule varies depending on site operational needs, flexibility required All applicants must be at least 18 years of age at the time of employment. This requirement is in accordance with applicable federal, state, and local labor laws. Cosm is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.