Incident Manager

Roles and Responsibilities:

• Act as the primary point of contact for major incidents and escalations, ensuring rapid response and communication across technical and business teams.
• Lead and coordinate incident resolution efforts involving multiple support teams and stakeholders to restore service as quickly as possible.
• Manage the end-to-end incident lifecycle – detection, logging, categorization, prioritization, resolution, and closure.
• Conduct detailed Root Cause Analysis (RCA) for high-severity incidents and drive implementation of permanent fixes.
• Work closely with AWS cloud infrastructure teams to identify and resolve platform-level or configuration issues.
• Collaborate with architecture and development teams to identify patterns, improve system reliability, and strengthen incident prevention strategies.
• Develop and maintain incident management processes, playbooks, and metrics to improve response efficiency and reduce recurrence.
• Manage communications and stakeholder expectations during critical incidents and post-incident reviews.
• Participate in on-call rotations and ensure 24x7 support coverage as required.
• Continuously drive improvements in monitoring, alerting, and automation to minimize incident impact and MTTR (Mean Time to Recovery).

Required Skills & Qualifications:

• 8–14 years of experience in Incident Management / Production Support / Site Reliability / IT Operations roles.
• Strong experience in managing incidents within complex distributed architectures and cloud-based environments (AWS preferred).
• Expertise in AWS services such as EC2, S3, Lambda, CloudWatch, RDS, and related monitoring and logging tools.
• Exposure to Redis and Elasticsearch for cache management, data indexing, and performance optimization.
• Excellent communication and coordination skills to handle high-pressure situations and interact with senior stakeholders.
• Proven ability to perform Root Cause Analysis (RCA) and implement corrective and preventive measures.
• Experience with ITIL processes (Incident, Problem, Change Management).
• Familiarity with tools such as

  ServiceNow, Jira, CloudWatch, PagerDuty

  , etc.
• Strong analytical and problem-solving skills with a proactive approach to issue resolution.
• Ability to work in 24x7 production support environments and handle critical incident escalations effectively.