9 - 12 Years 2 Openings Trivandrum Role description Role Incident Request Manager - Non-Production Environments Role Overview The Incident Request Manager will lead the incident response and request management functions across all non-production environments Dev QA UAT Performance This role acts as the escalation point for project product delivery teams ensuring incidents are resolved swiftly requests are fulfilled efficiently and lessons learned are embedded into continuous improvement The manager will directly oversee a team of Incident Analysts and SREs collaborate with DevOps teams to drive automation and work closely with Workplace and Change Managers to reduce recurrence of issues Key Responsibilities Incident Management Own the end-to-end incident lifecycle detection triage response resolution and closure Act as the primary escalation point for project product delivery teams during non-production incidents Lead war rooms for critical incidents coordinating across technical and delivery stakeholders Escalate to Setting Change DevOps Infrastructure and Security teams as needed Track and improve incident SLAs MTTR MTTD and availability SLOs Request Management Manage request fulfilment for project product delivery teams e g access entitlements environment services Standardize and automate common request types in collaboration with Intake and DevOps teams Ensure requests are logged prioritized and fulfilled within SLA Provide transparent reporting on request status to stakeholders Team Leadership Manage and mentor Incident Analysts and SREs Ensure follow-the-sun support coverage through onshore offshore teams Promote a culture of blameless incident management automation-first practices and continuous learning Governance RCA Ensure all incidents have a documented Root Cause Analysis RCA Track corrective and preventive actions feeding outcomes into Change and Environment management processes Deliver trend reporting and actionable insights to leadership SRE DevOps Alignment Partner with SREs and DevOps teams to automate detection rollback and recovery processes Integrate observability tools Splunk Prometheus Grafana into proactive monitoring and ing Stakeholder Communication Provide timely updates during incidents and delays in request fulfilment Publish reports on incident trends RCA outcomes and SLA adherence Maintain trust and transparency with project product delivery teams Required Skills Experience 8-10 years of experience in Incident Management Service Operations or SRE leadership Proven experience managing Incident Analysts and SRE teams Strong technical knowledge of AWS Kubernetes CI CD pipelines and observability tools Splunk Prometheus Grafana Deep understanding of ITIL Incident Problem and Request Management processes Excellent crisis management communication and stakeholder engagement skills Core Skills Incident Management Request Management Infrastructure Management Additional Comments Incident Request Manager - Non-Production Environments Role Overview The Incident Request Manager leads the incident response and request management function for all non-production environments Dev QA UAT Performance Acting as the escalation point for project product delivery teams this role ensures incidents are resolved quickly requests are fulfilled efficiently and learnings are embedded into continuous improvement The Incident Manager directly manages a team of Incident Analysts and SREs partners with DevOps teams to automate detection and response and works closely with Environment and Change Managers to reduce recurrence of issues Key Responsibilities Incident Management o Own the incident lifecycle detection triage response resolution and closure o Act as the primary escalation point for project product delivery teams during NPE incidents o Lead war rooms for critical incidents coordinating with technical and delivery stakeholders o Ensure timely escalation to Environment Change DevOps Infra and Security teams when required o Track and improve incident SLAs MTTR MTTD availability SLOs Request Management o Own request fulfilment for project product delivery teams e g access entitlements environment service requests o Standardize and automate common request types in collaboration with Intake and DevOps teams o Ensure requests are logged prioritized and fulfilled within SLA o Provide transparency to stakeholders on request status Team Leadership o Manage and mentor Incident Analysts and SREs o Ensure follow-the-sun coverage via offshore onshore teams o Build a culture of blameless incident management automation-first practices and continuous learning Governance RCA o Ensure all incidents have documented Root Cause Analysis RCA o Track corrective and preventive actions and feed them into Change and Environment management processes o Provide trend reporting and insights to leadership SRE DevOps Alignment o Work with SREs and DevOps teams to automate incident detection rollback and recovery o Integrate observability tools Splunk Prometheus Grafana into proactive monitoring Stakeholder Communication o Provide timely updates during incidents and delays in request fulfilment o Publish regular reports on incident trends RCA outcomes and SLA adherence o Maintain trust with project product delivery teams by ensuring transparent communication Required Skills Experience o 8-10 years in Incident Management Service Operations or SRE leadership o Experience managing Incident Analysts and SRE teams o Strong knowledge of AWS Kubernetes CI CD pipelines and observability tools Splunk Prometheus Grafana o Deep understanding of ITIL Incident Problem and Request Management processes o Excellent crisis management communication and stakeholder engagement skills Skills Incident Management Infrastructure Management Request Management About UST UST is a global digital transformation solutions provider For more than 20 years UST has worked side by side with the world s best companies to make a real impact through transformation Powered by technology inspired by people and led by purpose UST partners with their clients from design to operation With deep domain expertise and a future-proof philosophy UST embeds innovation and agility into their clients organizations With over 30 000 employees in 30 countries UST builds for boundless impact touching billions of lives in the process