Incident Manager

SourceFuse Technologies hiring Incident Manager 4-5 years of experience. Preferred - Female

Key Responsibilities :

Work closely with other IT and business teams to ensure seamless coordination during incidents.

Participate in on-call rotations and provide support during major incidents and outages.

Contribute to the development and maintenance of the incident management knowledge base.

Manage every aspect of incident management which includes but not limited to ticket monitoring, assignments, escalation management, providing support / resolution with in SLA and most importantly ticket tracking, reporting and analytics using SQL and JQL queries.

Timely handling of P1 / P2 -Business-critical issues and managing customer escalations to resolution, following standard processes, documentation and reporting.

Requirement :

Driving the zoom / collaboration calls with Reporters / SREs / OEMs / Vendors for effective and speedy resolution. Act as the primary point of contact for all platform operational incidents.

Improve number of issues closed, problem resolved, average time to resolve issue, average time between issues, time taken to provide WA / Temp Fix.

Problem Management : identifying repetitive issues, and driving the RCA with a permanent fix, which results in timely delivery and quality of service.

Sound knowledge and experience cloud infrastructure project or operations especially CVIM and K8s cloud platform.

Expert level knowledge in incident management reporting like incident trend, RCA categorization for multiple review meetings like (weekly KPI, bi-weekly / monthly / qtrly / yearly reviews with BU head / CTO).

Must be ITIL certified or able to understand complete ITSM framework for effective incident management and other aspects of ITSM like access / release / change / problem management.

Basic understanding of Linux and Kubernetes.

Drive end-to-end solution / resolution of the Issue raised by the Application team and managing inventory of all the known errors.

Qualifications :

Bachelor’s degree in Computer Science, Information Technology, or a related field.

Proven experience in incident management, preferably in a platform operations environment.

Strong understanding of ITIL or other incident management frameworks.

Excellent problem-solving and analytical skills.

Ability to work effectively under pressure and manage multiple priorities.

Strong communication and interpersonal skills.

Experience with incident management tools and ticketing systems (e.G., ServiceNow, JIRA).

Knowledge of platform technologies and infrastructure (e.G., cloud services, databases, networking) is a plus.