Senior Production Engineer

Job Description

Job Requirements Role/ Job Title: Senior Production Engineer Function/ Department: Information Technology Job Purpose An incident manager is responsible for managing the entire lifecycle of IT or operational incidents, ensuring service restoration, minimizing impacts and maintaining high levels of service availability. Their key role is to act as coordinator and leader during the major incidents, ensuring that appropriate teams are involved and that issues are resolved quickly and efficiently. Later follow up RCA and discuss the proactive event/monitoring requirements using the available APM/observability platform. Roles &Responsibilities Incident Handling & Resolution: Lead the incident management process for IT or operational disruptions, coordinating resources, and ensuring swift resolution. Prioritize and categorize incidents based on impact and urgency. Ensure that incidents are investigated, diagnosed, and assigned to the correct team for resolution. Coordinate major incident bridges or war rooms to facilitate rapid problem-solving. Escalate issues as needed to ensure appropriate levels of attention. Process Improvement: Participate in post-incident reviews (PIRs) to identify lessons learned and improvement areas. Collaborate with problem management teams to ensure that recurring incidents are addressed. Continuously improve incident management processes by proposing enhancements based on incident data and trends. Collaboration: Work closely with IT, network, security, and operational teams to resolve incidents. Engage with vendors or third-party providers if the incident involves external systems. Ensure that all teams follow best practices in incident handling and escalation. Documentation & Reporting: Maintain accurate documentation of incidents, including timelines, actions taken, and resolution details. Create reports summarizing incident statistics, resolution timeframes, and any emerging trends. Track metrics such as Mean Time to Restore (MTTR), frequency of incidents, and service-level agreement (SLA) compliance. Incident Response Coordination: Develop and maintain incident response plans. Train staff on incident response procedures. Ensure that recovery plans are activated during major incidents or crises. Technical Knowledge: Strong understanding of IT infrastructure, applications, networks, and cloud services. Communication Skills: Ability to convey technical issues in clear, non-technical terms. Problem-Solving: Strong analytical and troubleshooting skills. Leadership & Decision-Making: Ability to make decisions under pressure and lead cross-functional teams. Organizational Skills: Ability to manage multiple incidents simultaneously, ensuring that high-priority issues receive appropriate focus. Knowledge of ITIL Framework: Familiarity with the Information Technology Infrastructure Library (ITIL) or similar incident management best practices. Experience: Prior experience in an IT support, incident management, or service delivery role is often required. APM tools: should have good knowledge on multiple tools like Dynatrace, Grafana, ELK, Prometheus etc. Education Qualification Graduation: Bachelor of Science (B.Sc) / Bachelor of Technology (B.Tech) / Bachelor of Computer Applications (BCA) Post-Graduation: Master of Science (M.Sc) /Master of Technology (M.Tech) / Master of Computer Applications (MCA) Experience: 5-10 years. Show more Show less