Manager Infrastructure Engineering

3 days ago

Bengaluru, Karnataka, India ARA Resources Pvt. Ltd. Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Final Job Description

About the Client

ARAs Client – Global Consulting Firm is a leading multinational advisory and technology services organization, operating across infrastructure, cloud, application modernization, and managed services. The company is headquartered in Bengaluru with clients across North America, Europe, and APAC.

Role Summary

The Manager – Critical Incident Management will lead the end-to-end handling of critical and major incidents across complex enterprise infrastructure environments. The role ensures rapid mitigation, stakeholder communication, root-cause coordination, and service stability while driving continuous improvements within the Infrastructure Engineering division.

Key Responsibilities
(Best Practices Based)

  • Lead and manage end-to-end Critical and Major Incident processes, ensuring rapid triage and restoration of services.
  • Oversee incident command bridges, coordinating cross-functional technical teams to ensure swift resolution.
  • Drive high-quality communication to executive stakeholders, business users, clients, and internal teams.
  • Own incident lifecycle governance, ensuring strict adherence to SLAs, ITIL processes, and compliance guidelines.
  • Collaborate with Problem Management to ensure root cause analysis (RCA) and long-term corrective actions are implemented.
  • Develop and refine incident response frameworks, playbooks, and escalation protocols.
  • Manage a team of 5 incident coordinators/engineers, providing coaching, performance oversight, and process alignment.
  • Work closely with Infrastructure, Cloud, Network, and Application teams on incident readiness and preventive measures.
  • Prepare weekly and monthly incident performance reports, conducting trend analysis and identifying automation opportunities.
  • Drive continuous service improvement initiatives to enhance platform stability, monitoring, and operational maturity.

Must-Have Qualifications

  • 12+ years of experience in Infrastructure Engineering, IT Operations, or Incident Management.
  • Proven expertise in Critical Incident Management and Major Incident Management for large-scale IT environments.
  • Strong knowledge of ITIL processes with ITIL Foundation/Master certification preferred.
  • Hands-on experience with infrastructure technologies (cloud, servers, networks, storage) at a high level.
  • Exceptional communication, command-center leadership, and stakeholder management skills.
  • Experience using ServiceNow for Incident, Problem, and Change Management.

Nice-to-Have Skills

  • Exposure to monitoring tools such as Splunk, Dynatrace, AppDynamics, or similar.
  • Experience managing incidents in cloud environments (AWS, Azure, GCP).
  • Prior experience in a global consulting, managed services, or technology services environment.
  • Experience with automation for alert handling or incident workflows.

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