As an Incident Management Specialist, I am responsible for:- Managing incidents that impact customers and the Customer Service network.- Being the main point of contact for major incidents affecting Netflix Product, Tools, and other Services.- Ensuring accurate and timely communication of incident status and progress to all relevant stakeholders. - Proactively monitoring for potential issues in real-time.- Efficiently and accurately triaging and diagnosing incidents to prioritize and categorize incidents, to undertake an immediate effort to restore disrupted services.- Coordinating reported incidents from the CS Network to Engineering teams through investigation of incidents using a suite of tools, and documenting findings and recommendations.- Coordinating with stakeholders and assisting Customer Service responses to global service issues and outages.- Requesting insightful enhancements to tools and processes that maximize efficiency and value. - Drive incident review meetings and track action items to completion.- Collaborating with stakeholders on incident support projects.

- Help players with payment, technical, and general gameplay questions.- Analyze logs to support customer inquiries.- Use multiple tools simultaneously to manage player requests.- Collaborate with the team to report outages and issues with new game features.- Communicate with the internal team and service provider through Discord and Asana.