▷ [17/10/2025] Incident Manager

6 days ago


Mysuru, India Talentoj Full time

Roles and Responsibilities: - Act as the primary point of contact for major incidents and escalations, ensuring rapid response and communication across technical and business teams. - Lead and coordinate incident resolution efforts involving multiple support teams and stakeholders to restore service as quickly as possible. - Manage the end-to-end incident lifecycle – detection, logging, categorization, prioritization, resolution, and closure. - Conduct detailed Root Cause Analysis (RCA) for high-severity incidents and drive implementation of permanent fixes. - Work closely with AWS cloud infrastructure teams to identify and resolve platform-level or configuration issues. - Collaborate with architecture and development teams to identify patterns, improve system reliability, and strengthen incident prevention strategies. - Develop and maintain incident management processes, playbooks, and metrics to improve response efficiency and reduce recurrence. - Manage communications and stakeholder expectations during critical incidents and post-incident reviews. - Participate in on-call rotations and ensure 24x7 support coverage as required. - Continuously drive improvements in monitoring, alerting, and automation to minimize incident impact and MTTR (Mean Time to Recovery). Required Skills & Qualifications: - 8–14 years of experience in Incident Management / Production Support / Site Reliability / IT Operations roles. - Strong experience in managing incidents within complex distributed architectures and cloud-based environments (AWS preferred). - Expertise in AWS services such as EC2, S3, Lambda, CloudWatch, RDS, and related monitoring and logging tools. - Exposure to Redis and Elasticsearch for cache management, data indexing, and performance optimization. - Excellent communication and coordination skills to handle high-pressure situations and interact with senior stakeholders. - Proven ability to perform Root Cause Analysis (RCA) and implement corrective and preventive measures. - Experience with ITIL processes (Incident, Problem, Change Management). - Familiarity with tools such as ServiceNow, Jira, CloudWatch, PagerDuty, etc. - Strong analytical and problem-solving skills with a proactive approach to issue resolution. - Ability to work in 24x7 production support environments and handle critical incident escalations effectively.


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