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Technical Incident Manager

2 weeks ago

Bengaluru, Karnataka, India beBeeIncident Full time ₹ 15,00,000 - ₹ 20,00,000

Incident Management Expertise

We seek skilled Technical Consultants with expertise in managing and mitigating IT incidents, ensuring seamless operation of enterprise-wide infrastructure, applications, and services.

Key Responsibilities:
  • Real-Time Monitoring & Surveillance:
    • Utilize tools such as AppDynamics, ServiceNow, Splunk, Zabbix, Open Telemetry, etc. to monitor system performance and identify potential issues.
    • Track and report on system anomalies, outages, and degradations, ensuring prompt resolution.
  • Incident & Event Management:
    • Detect, log, and classify incidents, performing initial diagnostics and troubleshooting.
    • Coordinate with L2/L3 teams for escalations, adhering to established SLAs.
    • Provide timely updates to stakeholders during critical incidents, ensuring transparency and trust.
  • Analysis & Problem-Solving:
    • Perform event correlation and trend analysis across multiple systems to pinpoint root causes.
    • Support post-incident reviews, contributing to continuous improvement initiatives and knowledge sharing.
  • Communication & Coordination:
    • Act as a central communication hub during high-priority incidents, facilitating information exchange among teams.
    • Manage incident bridges, circulate timely updates, and ensure alignment with global/regional command centers.
  • Process Compliance & Knowledge Management:
    • Follow standardized runbooks, SOPs, and escalation workflows for consistency and quality assurance.
    • Maintain and enhance knowledge base documentation, supporting process improvements and change management activities.
  • Automation & Tooling Support:
    • Assist in implementing automation scripts, monitoring dashboards, and alert workflows, streamlining incident remediation and operational efficiency.
    • Partner with engineering teams to enhance tooling and processes, reducing mean time to recovery (MTTR).

Required Skills & Qualifications:

  • Strong background in IT service management and incident response.
  • Expertise in various monitoring tools and technologies.
  • Excellent analytical, problem-solving, and communication skills.
  • Able to work effectively in a fast-paced environment and prioritize tasks efficiently.

Benefits:

  • Competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • Collaborative and dynamic work environment.