IT Problem Solver

2 days ago

Guntur, Andhra Pradesh, India beBeeManager Full time ₹ 20,00,000 - ₹ 40,00,000
Incident Manager Job Description

The role of an Incident Manager involves coordinating the response to IT incidents that impact business operations. This includes investigating and resolving issues, collaborating with stakeholders, and communicating status updates to affected teams.

As an Incident Manager, you will be responsible for:

  • Investigating production issues raised by customers, Support, and Engineering
  • Working as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings
  • Creating and tracking progress of problem tickets in Jira
  • Creating incident analysis reports with the support of Engineering teams
  • Performing log file analysis with Datadog
  • Debugging of basic REST API calls for investigations
  • Executing SQL database queries to provide more information for investigations
  • Creating and updating knowledge base articles in Confluence
  • Participating in security audits and preparing supporting evidence

Key qualifications for this role include:

  • At least 8 years of working experience in IT (SRE, sysadmin, developer, QA, technical support, or similar)
  • University degree in a relevant field
  • Strong analytical, problem-solving, and collaboration skills
  • Basic understanding of systems architecture of cloud-hosted applications
  • Data analysis skills - creating and interpreting dashboards to distinguish between real issues and false positives
  • Project management and documentation skills such as Jira and Confluence
  • Excellent written and verbal communication skills in English
  • Knowledge of cloud infrastructure components
  • Experience with REST APIs and tools e.g., Postman
  • Experience with application logging/monitoring tools e.g., Kibana, Datadog;
  • Experience with SQL, Linux & Network environments
  • Willingness to learn new technical skills

Benefits of this role include:

  • Direct contribution to greater customer satisfaction by providing information about product issues in a timely manner
  • Helping Sales teams by answering technical questions about our infrastructure in customer RFPs

This is an engineering position, not a management position.

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