Project Manager I- Incident Manager

9 - 12 Years

2 Openings

Trivandrum

Role description

Job Description

Role: Incident & Request Manager – Non-Production Environments

Role Overview

The Incident & Request Manager will lead the incident response and request management functions across all non-production environments (Dev, QA, UAT, Performance). This role acts as the escalation point for project/product delivery teams, ensuring incidents are resolved swiftly, requests are fulfilled efficiently, and lessons learned are embedded into continuous improvement.

The manager will directly oversee a team of Incident Analysts and SREs, collaborate with DevOps teams to drive automation, and work closely with Environment and Change Managers to reduce recurrence of issues.

Key Responsibilities

Incident Management

• Own the end-to-end incident lifecycle: detection, triage, response, resolution, and closure.
• Act as the primary escalation point for project/product delivery teams during non-production incidents.
• Lead war rooms for critical incidents, coordinating across technical and delivery stakeholders.
• Escalate to Environment, Change, DevOps, Infrastructure, and Security teams as needed.
• Track and improve incident SLAs (MTTR, MTTD, and availability SLOs).

Request Management

• Manage request fulfilment for project/product delivery teams (e.g., access, entitlements, environment services).
• Standardize and automate common request types in collaboration with Intake and DevOps teams.
• Ensure requests are logged, prioritized, and fulfilled within SLA.
• Provide transparent reporting on request status to stakeholders.

Team Leadership

• Manage and mentor Incident Analysts and SREs.
• Ensure follow-the-sun support coverage through onshore/offshore teams.
• Promote a culture of blameless incident management, automation-first practices, and continuous learning.

Governance & RCA

• Ensure all incidents have a documented Root Cause Analysis (RCA).
• Track corrective and preventive actions, feeding outcomes into Change and Environment management processes.
• Deliver trend reporting and actionable insights to leadership.

SRE & DevOps Alignment

• Partner with SREs and DevOps teams to automate detection, rollback, and recovery processes.
• Integrate observability tools (Splunk, Prometheus, Grafana) into proactive monitoring and ing.

Stakeholder Communication

• Provide timely updates during incidents and delays in request fulfilment.
• Publish reports on incident trends, RCA outcomes, and SLA adherence.
• Maintain trust and transparency with project/product delivery teams.

Required Skills & Experience

• 8–10 years of experience in Incident Management, Service Operations, or SRE leadership.
• Proven experience managing Incident Analysts and SRE teams.
• Strong technical knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools (Splunk, Prometheus, Grafana).
• Deep understanding of ITIL Incident, Problem, and Request Management processes.
• Excellent crisis management, communication, and stakeholder engagement skills.

Core Skills

• Incident Management
• Request Management
• Infrastructure Management

Additional Comments:

Incident & Request Manager – Non-Production Environments Role Overview The Incident & Request Manager leads the incident response and request management function for all non-production environments (Dev, QA, UAT, Performance). Acting as the escalation point for project/product delivery teams, this role ensures incidents are resolved quickly, requests are fulfilled efficiently, and learnings are embedded into continuous improvement. The Incident Manager directly manages a team of Incident Analysts and SREs, partners with DevOps teams to automate detection and response, and works closely with Environment and Change Managers to reduce recurrence of issues. ________________________________________ Key Responsibilities Incident Management
• Own the incident lifecycle: detection, triage, response, resolution, and closure.
• Act as the primary escalation point for project/product delivery teams during NPE incidents.
• Lead war rooms for critical incidents, coordinating with technical and delivery stakeholders.
• Ensure timely escalation to Environment, Change, DevOps, Infra, and Security teams when required.
• Track and improve incident SLAs (MTTR, MTTD, availability SLOs). Request Management
• Own request fulfilment for project/product delivery teams (e.g., access, entitlements, environment service requests).
• Standardize and automate common request types in collaboration with Intake and DevOps teams.
• Ensure requests are logged, prioritized, and fulfilled within SLA.
• Provide transparency to stakeholders on request status. Team Leadership
• Manage and mentor Incident Analysts and SREs.
• Ensure follow-the-sun coverage via offshore/onshore teams.
• Build a culture of blameless incident management, automation-first practices, and continuous learning. Governance & RCA
• Ensure all incidents have documented Root Cause Analysis (RCA).
• Track corrective and preventive actions, and feed them into Change and Environment management processes.
• Provide trend reporting and insights to leadership. SRE & DevOps Alignment
• Work with SREs and DevOps teams to automate incident detection, rollback, and recovery.
• Integrate observability tools (Splunk, Prometheus, Grafana) into proactive monitoring. Stakeholder Communication
• Provide timely updates during incidents and delays in request fulfilment.
• Publish regular reports on incident trends, RCA outcomes, and SLA adherence.
• Maintain trust with project/product delivery teams by ensuring transparent communication. ________________________________________ Required Skills & Experience
• 8–10 years in Incident Management, Service Operations, or SRE leadership.
• Experience managing Incident Analysts and SRE teams.
• Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools (Splunk, Prometheus, Grafana).
• Deep understanding of ITIL Incident, Problem, and Request Management processes.
• Excellent crisis management, communication, and stakeholder engagement skills.

Skills

Incident Management,Infrastructure Management,Request Management

About UST

UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world's best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients' organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

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