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Incident Manager

3 weeks ago

Bengaluru, Karnataka, India SourceFuse Full time

SourceFuse Technologies hiring Incident Manager 4-5 years of experience.

Key Responsibilities:

  • Work closely with other IT and business teams to ensure seamless coordination during incidents.
  • Participate in on-call rotations and provide support during major incidents and outages.
  • Contribute to the development and maintenance of the incident management knowledge base.
  • Manage every aspect of incident management which includes but not limited to ticket monitoring, assignments, escalation management, providing support/resolution with in SLA and most importantly ticket tracking, reporting and analytics using SQL and JQL queries.
  • Timely handling of P1/P2 -Business-critical issues and managing customer escalations to resolution, following standard processes, documentation and reporting.

Requirement:

  • Driving the zoom/collaboration calls with Reporters/SREs/OEMs/Vendors for effective and speedy resolution. Act as the primary point of contact for all platform operational incidents.
  • Improve number of issues closed, problem resolved, average time to resolve issue, average time between issues, time taken to provide WA/Temp Fix.
  • Problem Management: identifying repetitive issues, and driving the RCA with a permanent fix, which results in timely delivery and quality of service.
  • Sound knowledge and experience cloud infrastructure project or operations especially CVIM and K8s cloud platform.
  • Expert level knowledge in incident management reporting like incident trend, RCA categorization for multiple review meetings like (weekly KPI, bi-weekly/monthly/qtrly/yearly reviews with BU head/CTO).
  • Must be ITIL certified or able to understand complete ITSM framework for effective incident management and other aspects of ITSM like access/release/change/problem management.
  • Basic understanding of Linux and Kubernetes.
  • Drive end-to-end solution/resolution of the Issue raised by the Application team and managing inventory of all the known errors.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Proven experience in incident management, preferably in a platform operations environment.
  • Strong understanding of ITIL or other incident management frameworks.
  • Excellent problem-solving and analytical skills.
  • Ability to work effectively under pressure and manage multiple priorities.
  • Strong communication and interpersonal skills.
  • Experience with incident management tools and ticketing systems (e.g., ServiceNow, JIRA).
  • Knowledge of platform technologies and infrastructure (e.g., cloud services, databases, networking) is a plus.