Incident Manager

Key Skills:

Roles & Responsibilities:

• Manage production incidents to resolution in a 24/7/365 environment, utilizing  incident management processes and keeping management informed of status, impact, and resolution actions.
• Lead and guide incident triage calls from a technical perspective, analyzing infrastructure and application components using event monitoring solutions like APM.
• Influence technical teams during calls and articulate troubleshooting steps effectively.
• Conduct technical follow-up calls for high-profile incidents.
• Ensure proper functional and management escalation as per standards and procedures.
• Follow up on items that may negatively impact production operations, assist with post-mortem activities, and support operational improvements.
• Implement new and improved processes based on management recommendations, create reports, and address ad-hoc requests.
• Analyze infrastructure and application components during incident triage calls.
• Communicate effectively with all management levels, translating technical issues into non-technical terms, and manage large conference calls during incidents.
• Hands-on experience with ServiceNow or other ticketing tools is required.

Experience Requirement:

• 6 - 9 years of experience in incident management and ITSM practices.
• Proven track record of managing critical production incidents in a high-pressure 24/7 environment.
• Strong technical acumen in infrastructure and applications, with the ability to lead troubleshooting calls effectively.
• Experience working with cross-functional technical teams and coordinating escalations efficiently.
• Background in production support and working knowledge of Linux/UNIX systems is preferred.

Education: