Incident Manager

Responsibilities

• Lead and coordinate Major Incident response (SEV1/SEV2), ensuring rapid service restoration and minimal business disruption
• Act as Incident Commander during critical incidents, driving real-time decision-making and resolution efforts
• Facilitate incident bridge calls, ensuring clear roles, timelines, and accountability
• Establish and enforce incident management processes, including severity classification, escalation paths, and response protocols
• Provide timely and structured communication to stakeholders, including executive leadership, during major incidents
• Ensure accurate documentation of incidents, including timelines, actions taken, and resolution outcomes
• Facilitate blameless post-incident reviews (PIRs) and root cause analysis (RCA)
• Identify systemic issues and drive corrective and preventive actions to closure
• Maintain a knowledge base of known issues, workarounds, and resolutions
• Analyze incident trends to proactively reduce recurrence and improve system reliability
• Partner with change management teams to assess risk and operational impact of planned changes
• Support major releases and production changes, ensuring readiness and rollback planning
• Conduct change advisory board (CAB) meetings for change risk review and approval
• Monitor and operational excellence
• Collaborate with engineering teams to improve monitoring, alerting, and observability
• Ensure alerts are actionable, reduce noise, and align with business impact
• Drive continuous improvement of incident response processes, tooling, and automation
• Promote best practices for system reliability, fault tolerance, and disaster recovery
• Track and report on key performance metrics such as MTTR (Mean Time to Resolution), MTTA (Mean Time to Acknowledge), and incident recurrence rates
• Ensure adherence to SLAs/SLOs and identify opportunities for improvement
• Provide regular reporting and insights to leadership on incident trends and system health
• Collaboration & Leadership
• Act as a subject matter expert (SME) for Incident Management practices
• Mentor teams on incident response best practices and operational readiness
• Cross-functional coordination, including engineering, infrastructure, security, and vendors
• On-Call Responsibilities
• Participate in a 24/7 on-call rotation as an escalation Incident Manager for critical incidents

Qualifications

• Bachelor’s degree in computer science, Information Technology, or a related field
• Proven experience in Incident Management or a similar role in a production environment
• Solid understanding of ITIL frameworks (Incident, Problem, Change Management)
• Knowledge with cloud platforms, preferably AWS
• Experience with distributed systems, microservices architecture, and modern application stacks
• Good understanding of monitoring and observability tools (e.g., CloudWatch, Dynatrace, Splunk, Nagios)
• Familiarity with incident management tools (e.g., Jira, ServiceNow, PagerDuty)
• Excellent communication skills with the ability to engage both technical teams and executive stakeholders
• Strong analytical and problem-solving skills in high-pressure environments
• Preferred ITIL certification (Foundation or higher)
• AWS certification (e.g., Cloud Practitioner or Associate level)
• Experience with CI/CD pipelines and DevOps practices
• Understanding of networking, storage, and infrastructure concepts