Responsibilities
Incident & Problem Management
Analysts are responsible for the full lifecycle of incident management, from detection through to resolution and root cause analysis (RCA). This includes acting as incident commanders, maintaining SLAs, documenting actions, and providing insights to support continuous improvement efforts across teams and systems.
Investigate, report, and respond to alerts, incident response (war room, remote bridges).
Respond to incidents and critical situations in a calm, problem-solving manner, and conduct in-depth investigation of alerts.
Be the first line of defense using monitoring and automation tools to conduct investigation, classification, and triage, all within prescribed SLAs.
Provide deep understanding and intelligence of incident criticality and impact to resolver groups.
Ensure detailed records of alarm handling activities, including actions taken and resolutions in ticketing tools; file incident reports.
Act as incident commander during major incidents.
Understand internal/external communication methods and stakeholder responsibilities.
Support program managers and facilitate project deliverables, improving operational and engineering initiatives.
Conduct root cause analysis (RCA) to determine recurring problems.
Use in-depth questioning and analysis to determine the underlying cause of incidents or problems (Who, What, Where, When, Why).
Perform duties in compliance with SOPs, MOPs, Runbooks, and Playbooks.
Server, DCIM, Network and Traffic Alarms Operations
This function involves real-time monitoring of infrastructure alarms, determining the severity of alerts, escalating appropriately, and maintaining clear communications with resolver teams. It ensures uptime and system integrity across servers, network infrastructure, and environmental systems.
Continuously monitor alarm dashboards and systems.
Investigate and respond to alarms related to Network, Data Center Environment, Server Health, Facility Security, and Safety.
Identify and acknowledge incidents associated with alarms.
Assess incidents to determine their criticality and operational impact.
Engage resolver groups and escalate to higher tiers or management following established paths.
Maintain communication with teams, stakeholders, and incident responders.
Follow documented procedures to resolve incidents promptly and effectively.
Ensure accurate records of alarm handling and resolution activities in ticketing tools.
Comply with SOPs, MOPs, Runbooks, and Playbooks.
Threat Intelligence, Critical Event Management
Analysts monitor global threat feeds and operational alerts to protect ByteDance personnel and assets. Responsibilities include triaging alerts related to weather, security, travel, and regional instability, then coordinating appropriate response actions, escalating to law enforcement if necessary, and compiling response reports.
Monitor Everbridge Visual Command Center (VCC), InternationalSOS emails, and open-source tools for real-time incidents affecting ByteDance assets and travelers.
Monitor tools or queries for specific stakeholder requests.
Report on violence, severe weather, or threats to life, property, and assets.
Coordinate emergency responses, including with law enforcement if required.
Verify incident information accuracy through secondary sources.
Generate heatmaps to highlight affected areas during significant events.
Collaborate with security and operational teams for a coordinated response.
Implement incident containment and mitigation strategies.
Document incident details, response actions, and lessons learned.
Follow SOPs, MOPs, Runbooks, and Playbooks.
Cloud Incident Response and Monitoring
As hybrid environments become more critical to business operations, IRC Analysts will be expected to monitor and support both on-premises infrastructure and cloud-based systems. Analysts will assist in identifying and responding to cloud-related incidents across platforms such as AWS, GCP, and Azure. Responsibilities include:
Real-time monitoring of cloud infrastructure using tools such as AWS CloudWatch, Azure Monitor, and GCP Stackdriver.
Incident triage and escalation of alerts related to cloud-based services and resources (e.g., compute, storage, networking).
Coordination with Cloud Engineers and DevOps teams during cross-environment incidents to ensure rapid resolution and clear communications.
Identification and classification of cloud service anomalies, including misconfigurations, degraded services, and unauthorized access attempts.
Understanding of cloud-native architectures such as virtual private clouds (VPC), IAM, container orchestration (e.g., Kubernetes), and serverless functions.
Documentation of root cause analysis (RCA) and corrective actions for cloud incidents, feeding back into playbooks and runbooks.
Basic scripting and automation skills (Python, Bash, or PowerShell) for incident analysis and tooling.
Awareness of cloud security protocols, including encryption, IAM policies, and compliance standards like ISO 27001 and SOC 2.
