Incident Manager IV

Role Purpose

As Incident Manager IV, you will serve as the bridge between Support, Engineering, and Infrastructure teams. You will be responsible for organizing and driving investigations of production issues in our SaaS application, built on Spring-based microservices, ML models, and data pipelines hosted on AWS. You will report findings to stakeholders and ensure continuous improvements in service quality.

engineering-focused role

Role Value

Your work will directly enhance customer satisfaction by ensuring timely resolution and transparent communication of product issues. You will also support Sales teams by providing technical insights into infrastructure for customer RFPs.

Key Responsibilities

• Investigate production issues raised by customers, Support, and Engineering teams.
  
• Act as a liaison between Support and Engineering to ensure RCA and implementation of learnings.
  
• Create and track problem tickets in Jira.
  
• Prepare detailed incident analysis reports with Engineering input.
  
• Perform log file analysis using Datadog.
  
• Debug REST API calls for issue investigations.
  
• Run SQL queries to provide supporting insights for incident analysis.
  
• Maintain and update knowledge base articles in Confluence.
  
• Participate in security audits (PCI DSS, ISO 27001, SOC2) and provide supporting evidence.
  

Skills & Qualifications

Must-Have Skills:

• 8+ years of experience in IT (SRE, Sysadmin, Developer, QA, Technical Support, or similar).
  
• University degree in a relevant field.
  
• Strong analytical, troubleshooting, and collaboration skills.
  
• Basic understanding of cloud-hosted systems architecture.
  
• Ability to analyze dashboards and distinguish between real issues vs. false positives.
  
• Experience with Jira and Confluence for documentation and project management.
  
• Strong communication skills in English (written & verbal).
  
• Knowledge of AWS (or other cloud infrastructure).
  
• Experience with REST APIs and tools such as Postman.
  
• Hands-on with monitoring/logging tools (Kibana, Datadog).
  
• Strong SQL, Linux, and Networking knowledge.
  
• Willingness to continuously learn new technologies.

  Role & responsibilities

Preferred candidate profile