Incident Command and Observability Lead

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About the role

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team At Workday, the IT Service Management and Operations team drives organizational success by building, maintaining, and scaling critical capabilities that empower all IT and business teams to deliver outstanding services to our customers. We design, deploy, and optimize self-service solutions and automation to drive excellent user experience and maximize business value.You will be joining a highly skilled and innovative team that is striving to improve efficiency by streamlining processes and developing more intuitive and scalable solutions. Our team cultivates relationships with built on collaboration and trust to support a rapidly growing business. We strive to improve efficiency and operational effectiveness through technology, innovation and inspiration. About the Role As the Incident Command & Observability Lead, you will drive technical stability and system reliability across enterprise environments. In this role, you will lead the end-to-end response to high-severity incidents, orchestrating cross-functional engineering teams to rapidly restore service. Leveraging deep expertise in observability platforms, you will architect, maintain, and optimize our observability ecosystem—automating monitoring frameworks and alerting mechanisms to maintain high operational performance, transparency, and fault tolerance. Key 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). About You Basic Qualifications: • 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 en

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