Incident Manager

Roles and Responsibilities :

• Act as the primary point of contact for major incidents and escalations, ensuring rapid response and communication across technical and business teams.
• Lead and coordinate incident resolution efforts involving multiple support teams and stakeholders to restore service as quickly as possible.
• Manage the end-to-end incident lifecycle – detection, logging, categorization, prioritization, resolution, and closure.
• Conduct detailed Root Cause Analysis (RCA) for high-severity incidents and drive implementation of permanent fixes.
• Work closely with AWS cloud infrastructure teams to identify and resolve platform-level or configuration issues.
• Collaborate with architecture and development teams to identify patterns, improve system reliability, and strengthen incident prevention strategies.
• Develop and maintain incident management processes, playbooks, and metrics to improve response efficiency and reduce recurrence.
• Manage communications and stakeholder expectations during critical incidents and post-incident reviews.
• Participate in on-call rotations and ensure 24x7 support coverage as required.
• Continuously drive improvements in monitoring, alerting, and automation to minimize incident impact and MTTR (Mean Time to Recovery).

Required Skills & Qualifications :

Skills Required

Servicenow, S3, Lambda, Rds, Ec2, Cloudwatch, Elasticsearch, Jira, Redis, Aws