Incident Management

WorkMode :WFO

Work Location : Chennai / Hyderabad

Primary : Incident Management

Incident Management & Crisis Leadership
Root Cause Analysis & Problem ManagementMonitoring, Observability & AlertingCloud & Infrastructure (AWS / GCP / Azure)Automation & ScriptingJDWe are seeking a skilled and proactive ServiceNow professional Site Reliability Engineer specializing in Incident Management, responsible for ensuring the reliability, availability, and performance of large-scale production systems. This role involves leading major incident response, driving root cause analysis, implementing preventive measures, and improving overall operational maturity. The SRE is expected to act as the primary escalation point for critical incidents, coordinate cross-functional teams, and build processes, tooling, and automation that enhance system resilience and reduce operational toil.The role combines technical depth in distributed systems, cloud infrastructure, observability, and automation with strong leadership in crisis management, communication, and continuous improvement. Lead end-to-end management of P0/P1 major incident response, coordinated cross-functional teams, and ensured rapid service restoration with minimal customer impact.Perform real-time troubleshooting, log analysis, and initial triage to identify root causes.Performed deep Root Cause Analysis (RCA) and drove long-term corrective and preventive actions to eliminate recurring issues. Improved system reliability by managing SLIs/SLOs, analyzing failure patterns, and implementing engineering-driven reliability enhancements.Developed automation, runbooks, and self-healing tools to reduce MTTR, manual intervention, and operational toil.Enhanced monitoring and observability by optimizing alerting, dashboards, and telemetry for proactive issue detection.Supported on-call operations and acted as an escalation point, ensuring effective triage and timely resolution of critical incidents.Collaborated with development, operations, and security teams to validate releases, mitigate risks, and strengthen production readiness.Maintained and improved Incident Management processes, including documentation, blameless postmortems, and IM workflow maturity.