Technical Research Specialist - Incident Management

Netflix is one of the world\u0027s leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.\n\nThe Technical Research team sits within Customer Experience Operations under the CS organization. The team is responsible for managing technical issues escalated through our customer support channels and works closely with Netflix Engineering teams to address member-impacting technical issues and troubleshooting steps.\n\nResponsibilities:\n\n * Serve as CS primary contact and incident manager for handling and coordinating major incidents and outages impacting Netflix Product, Services and CS Tools.\n\n * Collaborate with relevant engineering teams to ensure swift incident resolution or mitigation and minimize disruptions on members and CS agents.\n\n * Deliver timely and accurate incident updates to stakeholders.\n\n * Perform incident triaging, proper categorization, and prioritization.\n\n * Initiate an immediate incident response protocol to coordinate with the relevant Engineering teams for resolution. \n\n * Consolidate and communicate critical insights on business impact, member experiences, and relevant CS insights to technical teams.\n\n * Conduct post-incident reviews, incident trend analysis, and reporting activities to identify opportunities for improvement to the incident response protocol. \n\n * Build a broad understanding of Netflix and CS products and service inter-dependencies.\n\n * Apply systems analysis techniques to internal services at Netflix, including effectively using SQL queries, alerting around key performance indicators, and creating visualizations to establish clear baselines on product complexity and prioritization.\n\n * Optimize efficiency and minimize customer impact by identifying emerging trends through various datasets and visualizations.\n\n * Drive process, tool, service delivery, and solution improvements that enable effective troubleshooting and remediation (including diagnostics)\n\n * Serve as the touchpoint for complex technical and product-based questions, escalated issues, and major incidents from our BPO partner.\n\n * Engage and collaborate with the product and engineering teams to advocate for long-term fixes or product feature improvements, leveraging insights derived from CS data and member experience.\n\n * Contribute to improving escalation and incident management processes, protocols, dashboards, and run-books.\n\n\n\n\n## \n\n## Qualifications\n\n * 5+ years experience in technical support or similar roles, with strong customer service, issue investigation, and escalation management skills.\n\n * Solid experience with incident management and problem management frameworks and tools.\n\n * ITIL (Information Technology Infrastructure Library) Foundation certification is preferred.\n\n * Proven track record of managing critical incidents in a fast-paced environment.\n\n * Strong analytical skills for evaluating complex situations and generating key insights.\n\n * Strong ability to lead and direct teams during critical incidents while remaining calm and focused in high-pressure situations. \n\n * Experience in performing service management roles, particularly as a major incident commander in large, complex organizations with a global footprint. \n\n * Knowledge of best practices, procedures, and tooling in event and incident management and IT service principles and framework (e.g., ITIL). \n\n * Proficient with Google Workspace, JIRA, Confluence, Kibana, Pagerduty, Incident.io, Tableau, Zendesk, and other analytics tools.\n\n * Have a relentless focus on customer service alongside deep technical expertise.\n\n * Excellent verbal and written communication skills and the ability to effectively communicate complex subjects to technical and non-technical audiences at all levels. \n\n * Demonstrated leadership capability is a big plus, with a good track record of effectively guiding teams and initiatives to enhance work efficiency, prioritize tasks, and ensure alignment with overall team goals. \n\n * Ability to debate effectively while using data as the basis of argument.\n\n * Ability to collaborate effectively and be a strong team player.\n\n\n\n\n## \n\n## Nice to Have\n\n * Familiarity with AWS/cloud solutions and coding languages (Python, Java, etc.).\n\n * Experience supporting streaming, live, gaming, or billing/payment technologies.\n\n * Understanding of incident/problem management and ITIL or similar frameworks.\n\n * Additional language proficiency and project management experience are pluses.\n\n\n\n\nInclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.\n\nWe are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.\n