Chief Issue Responder

4 days ago

Mysore, Karnataka, India beBeeIncident Full time ₹ 8,70,000 - ₹ 12,10,000

The Role of an Incident Manager in Ensuring Superior Customer Experience

As a vital link between Support, Engineering, and Infrastructure teams, the Incident Manager plays a pivotal role in ensuring superior customer experience. The ideal candidate will be responsible for organizing and driving the investigation of production issues in our application, a SaaS product built on Spring-based microservices, ML models, and data pipelines hosted within the AWS infrastructure.

The selected individual will possess extreme customer empathy, passion for product quality, and relentless pursuit of improving service quality. They will work closely with Engineering, Support, and other stakeholders to provide timely information about product issues, directly contributing to greater customer satisfaction.

This is an engineering-focused position requiring strong analytical, problem-solving, and collaboration skills. The successful candidate will have at least 8 years of experience in IT (SRE, sysadmin, developer, QA, technical support, or similar) and a university degree in a relevant field.

Key Responsibilities:
  • Investigate production issues raised by customers, Support, and Engineering
  • Facilitate issue resolution, root cause analysis (RCA), and implement learnings as a liaison between Support and Engineering
  • Create and track progress of problem tickets in Jira
  • Prepare incident analysis reports with Engineering team support
  • Perform log file analysis using Datadog
  • Debug basic REST API calls for investigations
  • Execute SQL database queries for additional information during investigations
  • Develop and update knowledge base articles in Confluence
  • Participate in security audits (PCI DSS, ISO 27001, SOC2) and prepare supporting evidence
Required Skills and Qualifications:
  • Strong analytical and problem-solving skills
  • Excellent communication and collaboration skills
  • Extensive experience in IT (SRE, sysadmin, developer, QA, technical support, or similar)
  • University degree in a relevant field

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