Incident Command and Observability Lead

As the Incident Command & Observability Lead, you will drive technical stability and system reliability across enterprise environments. You will lead the end-to-end response to high-severity incidents, orchestrating cross-functional engineering teams to rapidly restore service, and architect, maintain, and optimize the observability ecosystem, automating monitoring frameworks and alerting mechanisms. The role sits within the IT Service Management and Operations team at Workday, which designs, deploys, and optimizes self-service solutions and automation.

Responsibilities

Major Incident Command: Lead high-severity incident response calls, coordinate cross-functional resolution teams, and rapidly restore critical services during outages; Observability-as-Code & Automation: Manage and optimize enterprise monitoring platforms and automate repetitive tasks; AIOps & Proactive Insights: Integrate machine learning and AIOps to automate event correlation, predict system anomalies, reduce noise; Develop Dashboards & Alerts: Create and refine insightful dashboards and actionable alerting policies to provide real-time visibility into infrastructure and application health; Proactive Problem Resolution: Leverage telemetry data to detect and remediate performance degradations before end-users are impacted; Promote Best Practices: Act as a subject matter expert on observability, guiding teams on best practices for logging, metrics, and tracing to improve system reliability and reduce mean time to resolution (MTTR)

Requirements

7+ years of hands-on experience with modern observability platforms such as New Relic, Logic Monitor, ThousandEye including deep knowledge of Dashboards, NRQL, APM; 5+ years of experience in Major Incident Commander or SRE role in a complex enterprise environment; Proven experience driving observability automation and alert optimization; Deep understanding of Event Orchestration and AIOps; Solid understanding of enterprise IT environments (infrastructure, cloud, applications); Proven ability to lead P1/P2 incidents end-to-end with confidence and structure; Strong practical understanding of ITSM (Incident, Problem, Change Management) and solid knowledge of ITIL frameworks; Experience using Service Management tools such as ServiceNow and PagerDuty to coordinate MI response; Demonstrated ability to act decisively and effectively communicate under pressure; Strong sense of ownership and leadership in an evolving situation; Hands-on, accountable, and learning-oriented mindset; Strong facilitation, problem-solving, and stakeholder management skills