Sr. Technology Consultant for Digital Response

Join the Digital Technology & Innovation (DTI) organization as part of a high-performing 24x7 on-call and shift-based response team , supporting operations primarily within Pacific Time Zone hours. This role monitors digital platforms and customer-impact signals, identifies and triages service disruptions, and coordinates response efforts across technology, cybersecurity, engineering, and business teams. Team members play a critical role in major incident management by driving rapid escalation, stakeholder communication, and service stabilization to protect customer experience and business operations. In this role, you will: Provide continuous eyes-on-glass monitoring of digital platforms, telemetry, customer-signal indicators, change activity, infrastructure dashboards, and application health signals to support early detection and rapid triage. Correlate alerts, alarms, incidents, PIMS activity, high-volume days, DML requests, banner requests, and partner escalations to determine business impact, urgency, ownership, and next-best action. Coordinate escalation and communication across Digital Incident Response, Messaging, Product Service Management, 3L engineering, development, Consumer Technology, Cyber Security, TMIM, and other responder groups. Support major incident response by moving quickly from signal detection to triage, escalation, executive visibility, stakeholder updates, emergency banner readiness, and coordinated stabilization actions. Prepare and maintain accurate incident communications using standardized structures that clearly identify event status, customer or business impact, actions underway, accountable owners, and next update timing. Support customer and stakeholder communication modernization, including subscription-based notification models, emergency banner fast-path processes, and reliable communication pathways that reduce noise and missed stakeholders. Contribute to governance improvements for traffic routing, single-intake workflows, AMA-orchestrated execution, role-based approvals, evidence capture, paging-group remediation, and repeatable operational controls. Participate in structured handoffs, health checks, runbook execution, training, onboarding, and knowledge-sharing routines that strengthen follow-the-sun coverage and global team consistency. Support AI-assisted incident response pilots by helping define use cases, evaluate alert enrichment, draft summaries, validate escalation recommendations, and measure improvements in triage speed and decision velocity. Track operational outcomes and support reporting for metrics such as mean time to detect, mean time to acknowledge, mean time to restore, incidents identified before broad customer impact, banner activity, PIMS support, traffic-routing requests, DML volume, broadcasts, and ad hoc communications. Required Qualifications, US: 4+ years of Business Systems Data experience, technology operations experience, incident management experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education Desired Qualifications: Strong attention to detail, accuracy, operational discipline, and ability to maintain composure during high-pressure incident scenarios. Excellent verbal, written, and interpersonal communication skills, with the ability to translate technical signals into clear business-impact narratives for leaders and stakeholders. Experience supporting incident response, major incident coordination, command-center operations, production monitoring, technology service management, or digital operations. Ability to correlate data across multiple monitoring, infrastructure, application, change, customer-signal, and communication sources to identify risk, impact, and escalation paths. Experience with structured handoffs, runbooks, health checks, stakeholder updates, executive summaries, emergency banner processes, or customer-impact communication workflows.