Incident Manager

4 weeks ago

Hyderabad, India Phenom Full time

Job Requirements

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 approach

Benefits

  • Competitive salary for a startup
  • Gain experience rapidly
  • Work directly with executive team
  • Fast-paced work environment

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