Mission Control Specialist

Responsibilities

• Monitor, triage, and assess incidents across global markets and technology platforms, validating severity, business impact, and escalation requirements.
• Act as command-and-control lead for major incidents, driving structured response, rapid restoration, and informed decision-making.
• Coordinate recovery efforts across L1/L2/L3 support teams, engineering, infrastructure, and third-party vendors to minimize business disruption.
• Lead internal and external stakeholder communications, including senior leadership, during incidents and service disruptions.
• Trigger and govern disaster recovery (DR) failover in line with predefined criteria, controls, and governance standards.
• Ensure accurate, timely, and audit-ready incident documentation, including detailed timelines, evidence, and impact analysis.
• Facilitate post-incident reviews (RCA/post-mortems), ensure root causes are clearly identified, and track corrective and preventative actions to closure.
• Govern end-to-end change management, including change risk assessment, CAB facilitation, approval workflows, maintenance windows, and change-related incident management.
• Drive continuous improvement in incident, change, and event management processes through automation, standardization, and improved tooling and alert quality.
• Partner with engineering and operations teams to design scalable, resilient processes, promote best practices, and enhance operational maturity, reliability, and auditability.
• WHAT'S REQUIRED
• Experience with ITSM platforms (e.g., ServiceNow, Jira) and incident/alerting tools (PagerDuty, FireHydrant, Everbridge).
• Familiarity with Agile, DevOps, ITIL, SDLC, release management, SRE, observability, and reliability engineering concepts.
• Experience working in financial services or other highly regulated, mission-critical environments, including disaster recovery and large-scale failover events.
• Solid understanding of severity classification, escalation protocols, on-call models, and major incident management.
• Proven experience in incident, problem, change, and event management within large-scale enterprise environments.
• Hands-on background in production support and operations, including application and infrastructure support.
• Ability to work in shifts and support a global follow-the-sun operating model.
• Strong leadership, communication, and coordination skills, with the ability to operate calmly under pressure.
• Demonstrated ability to lead cross-functional teams and manage third-party vendors during incidents.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Commitment to high ethical standards and operational integrity
• WE TAKE CARE OF OUR PEOPLE
• We invest in our people, their careers, their health, and their well-being. When you work here, we provide:
• Health care benefits
• Maternity, Adoption & related leave policies
• Generous paternity and family care leave policies
• Employee Assistance Program & Mental wellness programs
• Transportation support
• Tuition assistance
• ABOUT POINT72

Benefits

Additional Information

A CAREER WITH POINT72'S TECHNOLOGY TEAM As Point72 reimagines the future of investing, our Technology group is constantly improving our company's IT infrastructure, positioning us at the forefront of a rapidly evolving technology landscape. We're a team of experts experimenting, discovering new ways to harness the power of open-source solutions, and embracing enterprise agile methodology. We encourage professional development to ensure you bring innovative ideas to our products while satisfying your own intellectual curiosity.

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