Incident Response Engineer II Cloud Services (RapidScale)RapidScale • Raleigh, NC, US

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Incident Response Engineer II Cloud Services (RapidScale)

RapidScale • Raleigh, NC, US

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Overview

Join to apply for the Incident Response Engineer II Cloud Services (RapidScale) role at RapidScale

RapidScale delivers secure, reliable managed and advisory services across private, public, and hybrid clouds. We are seeking an Incident Response Engineer to support the Customer Assurance and Incident Response team. This individual contributor will coordinate the resolution of high-impact incidents across managed cloud services. The ideal candidate has strong cloud technology knowledge, communicates effectively under pressure, and is focused on improving incident response processes. This role protects customer trust, minimizes business disruption, and drives accountability across technical teams.

Key Responsibilities

Own and drive resolution of major incidents from detection through closure.
Log, categorize, and prioritize incidents based on impact and urgency.
Act as the central point of coordination for all critical incidents, ensuring rapid engagement and resolution.
Lead technical bridges (live war rooms), engaging engineering teams and third-party vendors as needed.

Stakeholder Communication

Provide timely and transparent updates to internal stakeholders and customers during active incidents.

Coordinate executive-level summaries for prolonged or high-severity events.

Translate technical details into clear business impact summaries for non-technical audiences.

Post-Incident Review and Process Improvement

Facilitate post-incident reviews (PIRs), identifying root causes and recommending corrective actions.

Collaborate with engineering and support teams to implement preventive measures.

Maintain and enhance documentation, runbooks, and incident response workflows.

Monitoring, Metrics, and Risk Mitigation

Analyze incident trends to identify systemic issues and potential risks.

Track and report on key incident metrics such as Mean Time to Resolution (MTTR) and SLA adherence.

Support the continuous improvement of the incident response playbook and escalation processes.

Qualifications

Required : Bachelor's degree in related discipline and 2 years in an incident response, NOC / SOC escalation, or service delivery role. Alternatively, 6+ years of relevant experience may be acceptable.

Experience in ITIL or structured IT service management frameworks.

Knowledge of cloud platforms (Azure, AWS, or GCP).

Experience with monitoring and incident management tools (ServiceNow, PagerDuty, Opsgenie, Datadog, etc.).

Preferred

Experience in a cloud services, SaaS, or managed service provider (MSP) environment.

ITIL v3 or v4 Foundation certification (or higher).

Familiarity with enterprise support processes and high-availability systems.

Exposure to information security incident response is a plus.

Compensation

Base salary range : $90,100.00 – $150,100.00 per year. The base salary may vary based on location, knowledge, skills, and abilities. Position may be eligible for additional compensation, including incentives.

Benefits

The company offers flexible vacation with pay, seven paid holidays per year, and up to 160 hours of paid wellness leave annually. Additional paid time off includes bereavement, voting leave, jury duty leave, volunteer time off, military leave, and parental leave. Applicants must be authorized to work in the United States without current or future sponsorship.

Seniorities and employment type : Mid-Senior level, Full-time.

Job function : Engineering and Information Technology.

Industries : IT Services and IT Consulting.

Location note : Raleigh, NC (and other listed locations may apply).

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Cloud Engineer • Raleigh, NC, US

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