• Serve as the primary dashboard monitor during your shift • Triage and investigate production incidents • Own lower-severity incidents end-to-end from detection through resolution • Support the TSO Lead during major incidents • Draft incident communications under TSO Lead direction • Analyze incident trends, recurring issues, and production bugs • Compile incident timelines and draft initial PIR documents • Build and maintain operational automation • Conduct structured shift handoffs • Cover for the TSO Lead during vacations

• Serve as the primary dashboard monitor during your shift • Triage and investigate production incidents • Own lower-severity incidents end-to-end from detection through resolution • Support the TSO Lead during major incidents as the technical right hand in the war room • Draft incident communications under TSO Lead direction • Analyze incident trends, recurring issues, and production bugs • Compile incident timelines and draft initial PIR documents for Post-Incident Review preparation • Build and maintain operational automation • Conduct structured shift handoffs covering active incidents • Cover for the TSO Lead during vacations, absences, or emergencies • Publish health reports of critical apps periodically

• Serve as Incident Commander for major incidents — coordinating cross-functional response teams, driving investigation, making escalation decisions, and ensuring incidents are resolved within SLA targets. • Own all incident communications: draft and send clear, timely updates to senior leadership, Customer Success, and partner/customer contacts throughout the incident lifecycle, and manage customer-facing status page updates (status.xsolla.com). • Facilitate blameless Post-Incident Reviews (PIRs) for major incidents — leading root cause identification, assigning corrective actions with clear owners and deadlines, and tracking them to closure. • During non-incident periods, proactively analyze incident trends, recurring issues, and production bugs — identify patterns, create Problem tickets, and report findings and recommendations to product and engineering teams on a regular cadence. • Enforce the incident management framework across the organization, including the severity model, priority matrix, SLA targets, escalation procedures, and deployment readiness gates. • Oversee and mentor the Operations Engineer on your shift — coaching on triage, investigation, runbook execution, and documentation quality while conducting regular knowledge transfer sessions to build depth across the service portfolio. • Produce shift handoff reports and deliver regular operational reporting: incident trends, KPI performance (MTTD, MTTA, MTTR), SLA adherence, proactive detection rate, and repeat incident analysis. • Audit service catalogue completeness on a regular cadence and govern JIRA Service Management workflows for incident, PIR, and problem management. • Cover for the Operations Engineer role during vacations, absences, breaks, or surge incidents — including monitoring, triage, ticket creation, and runbook execution. Participate in weekend on-call rotation for major incidents.

Would you like to work from home while making a difference in someone's life? Do you have an extra room in your home in Lawrence? Are you willing to provide care, a social and engaging life for a person with cognitive disabilities? Our Shared Living program matches adults with developmental disabilities with welcoming individuals or families in their community for long term, in-home placement. The goal is to have the provider family integrate the individual into their home and community life. Riverside is there every step of the way to provide support to both the individual and the provider family. We are committed to the philosophy that individuals with developmental disabilities thrive when they are able to live in a family home. Over time, these new family members develop meaningful relationships and learn to be independent and active members of their community. This model enriches the lives of all who are involved. The individual will live in your home and need assistance with meal preparation, transportation to medical appointments and medication administration. Past experience is helpful, but not required, training and on-going support will be provided. We have opportunities in the following locations: Lawrence, Ispwich, Gloucester, Essex, Topsfield, Hamilton, Salem, Marblehead, Beverley, Manchester, Lynn, Peabody, Middleton, and Danvers. Pay Rate: This is a stipend-based arrangement determined by the Massachusetts Department of Developmental Services (DDS) based on the level of need of the individual supported. Stipend amounts vary accordingly. - The benefits from becoming a Provider also include having someone become an integral part of your family and community! If you would like to learn more about becoming a Provider, please contact Holly Pyne ext. 3001 or Karen Bethune ext. 3003 at 781-762-8539. - The application can be found at https://www.riversidecc.org/wp-content/uploads/2024/08/Care-Provider-Application-1.pdf - To submit your application please send it to Holly Pyne via fax at 781-762-9094 or via email to hpyne@riversidecc.org - Questions can be emailed to sharedliving@riversidecc.org To learn more about this wonderful program, please watch this inspiring video: https://www.youtube.com/watch?v=whTbSPn9Fiw