Incident Management Technician-1

Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

What is The Role:

We're looking for a detail-oriented IT Operations Incident Analyst to join our 24/7 technical support team. As an Incident Analyst, you'll play a pivotal role in maintaining the reliability and performance of our technology infrastructure through rapid incident response and thorough problem analysis.

What You Will Be Doing:

• Monitor and respond to system alerts and customer-reported issues across our technology stack.
• Perform comprehensive incident analysis and resolution.
• Document and track incidents through resolution using ServiceNow.
• Complete root cause analysis and develop preventive measures.
• Support critical SaaS applications including Okta, Google Workspace, and Zoom.
• Collaborate with cross-functional teams to resolve complex technical issues.
• Provide first-line support to customers by handling tickets submitted via ServiceNow, ensuring prompt and professional responses.
• Raise complicated issues to the appropriate internal teams and follow up until resolution ensuring effective communication and coordination.
• 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.

What You Bring:

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent professional experience.
• Minimum of 5-10 years of experience in an incident support or technical 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.
• Skilled at resolving complex issues and staying level-headed under pressure while making effective decisions.
• 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.

Bonus Points:

• 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.

Additional Information - We Take Care of Our People:

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

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

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws; view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes technology and information that is subject to U.S. and other country 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.

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