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Project Manager I- Incident Manager

Project Manager I- Incident Manager

UST

8 - 12 years

0 Lacs

thiruvananthapuram kerala

Posted:1 week ago| Platform: Shine logo

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Skills Required

incident management infrastructure management request management

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview As an Incident & Request Manager for Non-Production Environments, you will be responsible for leading the incident response and request management functions across all non-production environments, including Dev, QA, UAT, and Performance. Your role will involve acting as the primary escalation point for project/product delivery teams, ensuring incidents are resolved swiftly, requests are fulfilled efficiently, and lessons learned are integrated into continuous improvement processes. Key Responsibilities - Incident Management - Own the end-to-end incident lifecycle, including detection, triage, response, resolution, and closure. - Act as the primary escalation point for project/product delivery teams during non-production incidents. - Lead war rooms for critical incidents, coordinating across technical and delivery stakeholders. - Escalate to Environment, Change, DevOps, Infrastructure, and Security teams as necessary. - Track and improve incident SLAs such as MTTR, MTTD, and availability SLOs. - Request Management - Manage request fulfilment for project/product delivery teams, including access, entitlements, and environment services. - Standardize and automate common request types in collaboration with Intake and DevOps teams. - Ensure requests are logged, prioritized, and fulfilled within SLA. - Provide transparent reporting on request status to stakeholders. - Team Leadership - Manage and mentor Incident Analysts and SREs. - Ensure follow-the-sun support coverage through onshore/offshore teams. - Promote a culture of blameless incident management, automation-first practices, and continuous learning. - Governance & RCA - Ensure all incidents have a documented Root Cause Analysis (RCA). - Track corrective and preventive actions, feeding outcomes into Change and Environment management processes. - Deliver trend reporting and actionable insights to leadership. - SRE & DevOps Alignment - Partner with SREs and DevOps teams to automate detection, rollback, and recovery processes. - Integrate observability tools (Splunk, Prometheus, Grafana) into proactive monitoring and ing. - Stakeholder Communication - Provide timely updates during incidents and delays in request fulfilment. - Publish reports on incident trends, RCA outcomes, and SLA adherence. - Maintain trust and transparency with project/product delivery teams. Qualifications Required To excel in this role, you should possess: - 8-10 years of experience in Incident Management, Service Operations, or SRE leadership. - Proven track record of managing Incident Analysts and SRE teams. - Strong technical knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools (Splunk, Prometheus, Grafana). - Deep understanding of ITIL Incident, Problem, and Request Management processes. - Excellent crisis management, communication, and stakeholder engagement skills. Additional Details The Incident & Request Manager for Non-Production Environments plays a crucial role in leading incident response and request management functions for all non-production environments. This role involves managing a team of Incident Analysts and SREs, collaborating with DevOps teams for automation, and working closely with Environment and Change Managers to minimize issue recurrence.,

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Project Manager I- Incident Manager