Incident Manager

15 hours ago

Hyderabad, Telangana, India Phenom Full time

Phenom Introduction :

Our purpose is to help a billion people find the right work Phenom is an AI-Powered talent experience platform that is redefining the HR tech space.

We have grown into a global organization with offices in 6 countries and over 1,500 employees.

As an HR tech unicorn organization, innovation and creativity is within our DNA.

Come help us make every talent moment Phenomenal.

Core Description Parameters :

We are looking for a proactive and detail-oriented Incident Manager to join our team.

The role involves managing major incidents, coordinating with cross-functional teams, ensuring timely resolution, and driving continuous improvement in incident management processes.

The ideal candidate will have strong communication skills, technical understanding, and experience in leading incident response in a fast-paced environment.

Key Responsibilities :

- Own and drive the end-to-end incident management process for high-severity incidents.

- Lead incident bridge calls and coordinate with Engineering, SRE, Operations, and Product teams to ensure timely resolution.

- Ensure stakeholder communication during incidents, including leadership updates and customer-facing communications if required.

- Perform post-incident reviews (PIRs/RCAs) and ensure action items are tracked to closure.

- Identify and implement opportunities for process improvement in incident management.

- Ensure incidents are documented in the incident management system and maintain accurate reporting/metrics.

- Partner with Problem Management teams to analyze trends and reduce recurring incidents.

- Provide training and guidance to team members on incident handling best practices.

Required Skills & Qualifications :

- 4 - 7 years of experience in Incident Management, IT Operations, or related fields.

- Strong understanding of ITIL processes (Incident, Problem, Change Management).

- Hands-on experience with tools such as ServiceNow, Jira, PagerDuty, Opsgenie, or equivalent.

- Excellent communication and stakeholder management skills, with the ability to handle pressure during high-severity incidents.

- Strong analytical and problem-solving skills with attention to detail.

- Technical knowledge of infrastructure, cloud platforms (AWS/Azure/GCP), networking, and monitoring tools is a plus.

- Ability to work in a 24x7 support environment (on-call rotations may be required).

- Preferred Certifications : ITIL Foundation / Incident Management / Cloud certifications.

Key Competencies

- Calm and composed under pressure.

- Strong leadership and facilitation skills.

- Ability to influence cross-functional teams.

- Continuous improvement mindset.

- Customer-first Competitive salary for a startup.

- Gain experience rapidly.

- Work directly with executive team.

- Fast-paced work environment.

(ref:hirist.tech)

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