Incident Manager-4

As an Incident Manager IV at our organization, you will be the critical link between Support,

Engineering, and Infrastructure teams. You will lead the investigation and coordination of production

issues in our SaaS product a complex ecosystem of Spring-based microservices, ML models, and

data pipelines hosted on AWS. Your expertise will directly improve customer satisfaction, product

quality, and operational efficiency by ensuring timely issue resolution, thorough root cause analysis,

and actionable learnings.

This is a hands-on technical engineering role, not a people management position.

Role Value

You will contribute to product reliability and customer trust by identifying, analyzing, and resolving

production issues quickly and effectively. Your technical insights will also support Sales teams in

addressing customer RFPs, and your process improvements will enhance the stability and scalability

of our services.

Key Responsibilities

• Investigate production issues raised by customers, Support, and Engineering teams.

• Act as a liaison between Support and Engineering to coordinate issue resolution, RCA, and

implementation of preventive measures.

• Create, manage, and track problem tickets in Jira.

• Prepare detailed incident analysis reports with support from Engineering.

• Perform log file analysis using Datadog and similar monitoring tools.

• Debug basic REST API calls during investigations using tools like Postman.

• Execute SQL queries to extract and analyze investigation-related data.

• Maintain and update knowledge base articles in Confluence.

• Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence.

Must-Have Skills & Qualifications

• 8+ years of experience in IT (SRE, SysAdmin, Developer, QA, Technical Support, or similar).

• Bachelors degree in Computer Science, Engineering, or related field.

• Strong analytical, problem-solving, and collaboration skills.

• Good understanding of cloud-hosted application architectures (AWS preferred).

• Data analysis expertise with the ability to interpret dashboards and filter false positives.

• Experience with Jira, Confluence, and technical documentation.

• Proficiency in REST API usage and tools (e.g., Postman).

• Hands-on experience with monitoring/logging tools (e.g., Datadog, Kibana).

• Proficiency in SQL, Linux, and networking fundamentals.

• Excellent verbal and written communication skills in English.

• Eagerness to learn new tools and technologies.

Nice-to-Have Skills

• Understanding of ML concepts and LLMs.

• Experience with Git or similar version control systems.

• Exposure to Agile development processes.

• Familiarity with CI/CD tools such as Jenkins.

• Bash scripting for Linux environments.

• Basic development skills (Java, Python, JavaScript, Go).

• Knowledge of Docker and microservices.

• Awareness of network/application security best practices.

• Experience working in PCI DSS–compliant environments.Role & responsibilities