Incident Manager - IT Operations

Phenom Introduction :

Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space.

We have grown into a global organization with offices in 6 countries and over 1,500 employees.

As an HR tech unicorn organization, innovation and creativity is within our DNA.

Come help us make every talent moment Phenomenal!.

Core Description Parameters :

We are looking for a proactive and detail-oriented Incident Manager to join our team.

The role involves managing major incidents, coordinating with cross-functional teams, ensuring timely resolution, and driving continuous improvement in incident management processes.

The ideal candidate will have strong communication skills, technical understanding, and experience in leading incident response in a fast-paced environment.

Key Responsibilities :

• Own and drive the end-to-end incident management process for high-severity incidents.
• Lead incident bridge calls and coordinate with Engineering, SRE, Operations, and Product teams to ensure timely resolution.
• Ensure stakeholder communication during incidents, including leadership updates and customer-facing communications if required.
• Perform post-incident reviews (PIRs / RCAs) and ensure action items are tracked to closure.
• Identify and implement opportunities for process improvement in incident management.
• Ensure incidents are documented in the incident management system and maintain accurate reporting / metrics.
• Partner with Problem Management teams to analyze trends and reduce recurring incidents.
• Provide training and guidance to team members on incident handling best practices.

Required Skills & Qualifications :

Key Competencies

(ref : hirist.tech)