Incident Manager

• The Incident Manager is responsible for overseeing the end-to-end management of incidents impacting cloud and infrastructure services, including AWS, Azure, and OCI environments.
• This role ensures rapid restoration of services, effective communication with stakeholders, and continuous improvement through post-incident analysis.

Responsibilities

• Own and manage the full incident lifecycle from detection to closure.
• Act as the central command point during major (P1/P2) incidents.
• Coordinate cross-functional teams including cloud, network and Infrastructure teams as well as CSMs.
• Ensure timely incident triage, escalation, and resolution.
• Lead incident bridges, war rooms, and crisis calls.
• Ensure accurate and timely communication to stakeholders and leadership.
• Track incidents against SLAs and ensure compliance with operational targets.
• Drive root cause analysis (RCA) and post-incident reviews (PIRs).
• Identify recurring issues and recommend preventive and corrective actions.
• Maintain and improve incident management processes, playbooks, and runbooks.
• Ensure proper documentation and ticket updates in ITSM tools.
• Support audits, reporting, and service improvement initiatives.

Requirements

• 5+ years of experience in IT operations, cloud, or infrastructure roles.
• 2+ years of experience in Incident or Major Incident Management.
• ITIL Foundation or ITIL Intermediate (Incident Management) certification preferred.
• Cloud certifications (AWS, Azure, OCI) are a plus.
• Strong understanding of cloud platforms (AWS, Azure, OCI) and Private cloud operations.
• Familiarity with monitoring, alerting, and logging tools.
• Good understanding of infrastructure components (compute, storage, networking, IAM).
• Ability to assess technical impact and prioritize incidents effectively.
• Experience with ITSM tools (ServiceNow, Jira, Remedy, etc.).
• Strong knowledge of ITIL Incident and Major Incident Management processes.