Incident Manager

Responsibilities

• Own and manage the full incident lifecycle from detection to closure
• Act as the central command point during major (P1/P2) incidents
• Coordinate cross-functional teams including cloud, network and Infrastructure teams
• Lead incident bridges, war rooms, and crisis calls
• Ensure accurate and timely communication to stakeholders and leadership
• Track incidents against SLAs and ensure compliance with operational targets
• Drive root cause analysis (RCA) and post-incident reviews (PIRs)
• Maintain and improve incident management processes, playbooks, and runbooks
• Ensure proper documentation and ticket updates in ITSM tools

Requirements

• 5+ years of experience in IT operations, cloud, or infrastructure roles
• 2+ years of experience in Incident or Major Incident Management
• ITIL Foundation or ITIL Intermediate certification preferred
• Strong understanding of cloud platforms (AWS, Azure, OCI) and Private cloud operations
• Familiarity with monitoring, alerting, and logging tools
• Experience with ITSM tools such as ServiceNow, Jira, or Remedy
• Strong knowledge of ITIL Incident and Major Incident Management processes