Incident Manager SaaS Production Operations

Role & responsibilities

Required Skills & Qualifications 1. 5+ years of hands-on experience in Incident Management, Production Operations, NOC, or SRE environments. 2. Proven experience managing Major Incidents in enterprise SaaS or cloud-native platforms. 3. Strong understanding of ITIL Incident, Problem, Change, and Service Management processes. 4. Experience working with cloud platforms such as AWS and Azure. 5. Experience managing incidents across distributed microservices architectures. 6. Familiarity with Kubernetes, Docker, and containerized production environments. 7. Strong understanding of observability and monitoring tools such as Prometheus, Grafana, CloudWatch, Azure Monitor, Datadog, Splunk, or similar platforms. 8. Experience with ticketing and ITSM tools such as ServiceNow, Jira Service Management, Freshservice, or equivalent. 9. Proven ability to coordinate multiple technical teams during high-pressure production incidents. 10. Strong analytical, troubleshooting, and decision-making skills. 11. Excellent verbal and written communication skills for customer and executive stakeholder updates. 12. Experience preparing and presenting incident reports, executive summaries, and RCAs. 13. Knowledge of SLA, SLO, and operational reliability best practices. 14. Willingness to participate in incident escalation coverage and operational support activities when required. Preferred Qualifications 1. Experience supporting enterprise SaaS, PaaS, or cloud-native platforms. 2. Knowledge of DevOps, CI/CD pipelines, and release management practices. 3. Exposure to database, messaging, networking, and infrastructure operations. 4. Experience with automation and operational tooling. 5. Knowledge of Site Reliability Engineering (SRE) principles.