Incident Manager

Responsibilities :

• Investigate production issues raised by customers, Support, and Engineering.
• Work as a liaison between Support and Engineering to facilitate issue resolution, root cause analysis (RCA), and drive the implementation of learnings.
• Create and track progress of problem tickets in Jira.
• Create incident analysis reports with the support of the Engineering teams.
• Perform log file analysis with Datadog.
• Debugging of basic REST API calls for investigations.
• Execute SQL database queries to provide more information for investigations.
• Create and update knowledge base articles in Confluence.
• Participate in security audits (PCI DSS, ISO 27001 SOC2) and prepare supporting evidence.

Requirements :

Nice-to-Have Skills :

(ref : hirist.tech)