Incident Manager

Hello Connections,

Our client is prominent Indian multinational corporation specializing in information technology (IT), consulting, and business process services and its headquartered in Bengaluru with revenues of gross revenue of ₹222.1 billion with global work force of 234,054 and listed in NASDAQ and it operates in over 60 countries and serves clients across various industries, including financial services, healthcare, manufacturing, retail, and telecommunications. The company consolidated its cloud, data, analytics, AI, and related businesses under the tech services business line. Major delivery centers in India, including cities like Chennai, Pune, Hyderabad, and Bengaluru, kochi, kolkatta, Noida.

Job Title: Incident Manager(Devops or Network Background)-L3

· Location: Pune

· Experience: 6+ Year to 9year(relevant in Incident manager -L3 for 6 Year)

· Job Type : Contract to hire.

· Notice Period:- Immediate joiners(who can able to join july 3rd week)

- 24/7 Operations (Yes/No): Yes

- General Shift (Yes/No)

- All Shift Timings:

KEY SKILLS AND COMPETENCIES:

• 8-10 years of ITSM experience in Change and other processes

• ITIL V3 / 2011 Foundation or Intermediate certification

• Capable to collaborate with Multiple Technical towers, face the Customer, coordinate with the Vendors

• Effective Communication skills

Contract Job Title: Incident & Operations Manager (DevOps Background)

Incident & Operations Manager (DevOps or network Background)

Responsibilities:

1. Incident Response & Triage

• Develop and maintain incident response plans for various types of incidents.
• Ensure timely resolution of tickets by Operations team within agreed SLAs.
• Assess and prioritize incidents based on severity and initiate response actions accordingly.

2. Incident Documentation & Analysis

• Maintain detailed incident records including impact, nature, and resolution.
• Perform post-incident analysis to identify root causes and preventive actions.

3. Customer Satisfaction & Reporting

• Monitor and improve customer satisfaction through efficient operations.
• Address customer complaints and conduct monthly SLA review meetings.

4. DevOps Background (Prior Hands-on Experience)

• Experience with Linux administration, shell scripting, and troubleshooting.
• Managed CI/CD pipelines, Kubernetes clusters, and cloud infrastructure.
• Knowledge of virtualization (VMware/KVM) and private cloud environments.
• Familiarity with tools like Docker, Jenkins, Ansible, and cloud monitoring.

5. Leadership & Coordination

• Lead cross-functional teams and bridge gap between DevOps and Operations.
• Ensure clear communication with stakeholders and technical teams.