Incident Manager

SourceFuse Technologies hiring Incident Manager 4-5 years of experience.

Key Responsibilities:

• Work closely with other IT and business teams to ensure seamless coordination during incidents.
• Participate in on-call rotations and provide support during major incidents and outages.
• Contribute to the development and maintenance of the incident management knowledge base.
• Manage every aspect of incident management which includes but not limited to ticket monitoring, assignments, escalation management, providing support/resolution with in SLA and most importantly ticket tracking, reporting and analytics using SQL and JQL queries.
• Timely handling of P1/P2 -Business-critical issues and managing customer escalations to resolution, following standard processes, documentation and reporting.

Requirement:

• Driving the zoom/collaboration calls with Reporters/SREs/OEMs/Vendors for effective and speedy resolution. Act as the primary point of contact for all platform operational incidents.
• Improve number of issues closed, problem resolved, average time to resolve issue, average time between issues, time taken to provide WA/Temp Fix.
• Problem Management: identifying repetitive issues, and driving the RCA with a permanent fix, which results in timely delivery and quality of service.
• Sound knowledge and experience cloud infrastructure project or operations especially CVIM and K8s cloud platform.
• Expert level knowledge in incident management reporting like incident trend, RCA categorization for multiple review meetings like (weekly KPI, bi-weekly/monthly/qtrly/yearly reviews with BU head/CTO).
• Must be ITIL certified or able to understand complete ITSM framework for effective incident management and other aspects of ITSM like access/release/change/problem management.
• Basic understanding of Linux and Kubernetes.
• Drive end-to-end solution/resolution of the Issue raised by the Application team and managing inventory of all the known errors.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Proven experience in incident management, preferably in a platform operations environment.
• Strong understanding of ITIL or other incident management frameworks.
• Excellent problem-solving and analytical skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Strong communication and interpersonal skills.
• Experience with incident management tools and ticketing systems (e.g., ServiceNow, JIRA).
• Knowledge of platform technologies and infrastructure (e.g., cloud services, databases, networking) is a plus.