Incident Manager

Sr. Incident Manager

Responsibilities

• Incident Triaging: Efficiently triage and resolve incidents. Drive end-to-end Major Incident Management (P1-P2), ensuring swift resolution and SLA adherence.
• Runbook: Assist in Runbook creation and validate SOP-based runbooks.
• Incident Bridge Leadership: Lead bridge calls. Drive the discussion towards resolution and take decision to close or downgrade the Incidents
• Communication: Send P1/P2 incident updates via Mailchimp.
• Team Engagement: Collaborate with the EIT, BRM and other team.
• Product Knowledge: Present product knowledge sessions.
• Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt.
• Assess Incident complexity and decide to include EIT or other relevant team
• Share Catchpoint alerts insight to SRE team and try to reduce the frequency of false alerts (Password expiry, Node not working etc)
• Ability to work under pressure
• Facilitate outage bridge calls, scribing key updates and engaging support teams via Teams.
• Perform incident assessments, internal audits, and contribute to service restoration strategies.
• Draft and disseminate timely outage communications to internal stakeholders using Mailchimp.
• Support shift planning and rostering to maintain 24x7 coverage for incident response.

Qualifications -

Bachelor of Computer Engineering /Master of Computer science

• Minimum 6 years of experience as an Incident Manager on Application Support
• ITIL certification (at the Intermediate level) is desirable.
• Proficient in using Jira, Confluence, Catchpoint, MailChimp, and ServiceNow
• Prior experience on Cloud platforms (Azure, AWS)
• Knowledge on Azure Cloud, Kubernetes, ELK, selenium, Dynatrace etc.
• Technologies and/or Applications background with ability to grasp impact and interdependencies is preferred.

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