Production Support & Incident Response Lead
Core
Lead incident response and ensure platform continuity for a SaaS platform serving 2,000+ dental labs during night operations.
Role type
Senior Individual Contributor Production Support & Incident Response Lead
Builds
Dental SaaS platform for 2,000+ labs
Domain
Healthcare Technology / Dental SaaS
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
incident command, root cause analysis, log analysis, SQL/databases, API troubleshooting, observability tools, risk assessment, business continuity planning, stakeholder communication, escalation management
Preferred skills
SaaS operations, 24/7 on-call experience, cloud environments, diagnostic commands, post-mortem analysis
Technologies
Grafana, Datadog, CloudWatch, Splunk, Kibana, Azure Monitor
Responsibilities
Lead night shift incident response and restore operations; monitor platform health and act on warning signs; investigate issues using logs and diagnostic tools; determine impact and source before escalating; provide workarounds when permanent fixes are unavailable; command incidents and align technical teams; document incidents and root causes; develop a backup teammate for night triage
Seniority
Senior, hands-on IC