Incident Manager

Phenom Introduction:

Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!

Core Description Parameters:

We are looking for a proactive and detail-oriented Incident Manager to join our team. The role involves managing major incidents, coordinating with cross-functional teams, ensuring timely resolution, and driving continuous improvement in incident management processes. The ideal candidate will have strong communication skills, technical understanding, and experience in leading incident response in a fast-paced environment.

Key Responsibilities

• Own and drive the end-to-end incident management process for high-severity incidents.
• Lead incident bridge calls and coordinate with Engineering, SRE, Operations, and Product teams to ensure timely resolution.
• Ensure stakeholder communication during incidents, including leadership updates and customer-facing communications if required.
• Perform post-incident reviews (PIRs/RCAs) and ensure action items are tracked to closure.
• Identify and implement opportunities for process improvement in incident management.
• Ensure incidents are documented in the incident management system and maintain accurate reporting/metrics.
• Partner with Problem Management teams to analyze trends and reduce recurring incidents.
• Provide training and guidance to team members on incident handling best practices.

Required Skills & Qualifications

• 4–7 years of experience in Incident Management, IT Operations, or related fields.
• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Hands-on experience with tools such as ServiceNow, Jira, PagerDuty, Opsgenie, or equivalent.
• Excellent communication and stakeholder management skills, with the ability to handle pressure during high-severity incidents.
• Strong analytical and problem-solving skills with attention to detail.
• Technical knowledge of infrastructure, cloud platforms (AWS/Azure/GCP), networking, and monitoring tools is a plus.
• Ability to work in a 24x7 support environment (on-call rotations may be required).
• Preferred Certifications: ITIL Foundation / Incident Management / Cloud certifications.

Key Competencies

• Calm and composed under pressure
• Strong leadership and facilitation skills
• Ability to influence cross-functional teams
• Continuous improvement mindset
• Customer-first approach

Benefits

• Competitive salary for a startup
• Gain experience rapidly
• Work directly with executive team
• Fast-paced work environment

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