Incident Manager

As a Incident Manager at Virtual Diamond Boutique, you will be responsible for managing the end-to-end incident management process in a dynamic, high-tech, enterprise SaaS environment. Your key responsibilities will include: - Managing the complete incident lifecycle from detection to resolution ensuring minimal business impact and adherence to SLAs. - Taking ownership of P1/P2 major incidents, driving swift response and resolution by coordinating with support, development, QA, and DevOps teams. - Acting as the central point of communication during incidents, providing clear and timely updates to internal stakeholders and clients. - Documenting incident timelines, maintaining logs, and publishing detailed Root Cause Analysis (RCA) reports and incident summaries. You are required to have: - 2+ years of experience in incident management or technical operations in a large-scale SaaS or tech environment. - Strong understanding of ITIL/ITSM frameworks. - Proven experience handling P1/P2 incidents and leading cross-functional resolution efforts. - Familiarity with monitoring and incident tools such as Jira, Slack, MonkSpark, MixPanel, etc. - Excellent communication skills to liaise with both technical and non-technical stakeholders. - Ability to work rotational shifts and be available 24/7 during critical situations. Preferred qualifications include: - ITIL v4 Certification (Foundation or higher). - Experience with cloud platforms (AWS, Azure) and DevOps workflows. - Understanding of automation tools and proactive alerting systems. Key attributes for success in this role: - Proactive Mindset Can anticipate issues and drive preventive actions. - Calm Under Pressure Able to manage high-stress situations with clarity and control. - Team Player Works cross-functionally to get results fast. - Customer-Centric Prioritizes uptime, transparency, and business continuity. In addition to the challenging role, you can expect: A fast-paced, collaborative, and innovative work environment. Exposure to enterprise-level incident management and mission-critical systems. Competitive salary and benefits. Growth opportunities and professional development support. Rotational shifts that ensure work-life balance while maintaining 24x7 support coverage. If you are passionate about driving efficient incident response and thrive in a high-impact tech environment, apply now to join the team at Virtual Diamond Boutique.,