Role Overview:
We are seeking an experienced Senior Incident Engineer to manage and lead incident management processes in a 24/7 operational environment. The candidate must be comfortable working on-site 5 days a week to ensure seamless coordination and support. This role involves responding to service incidents, coordinating resolutions, driving process improvements, and ensuring high availability of critical services.
The ideal candidate thrives under pressure, multitasks efficiently, and leads both operational incident response and continuous improvement initiatives, leveraging AI and automation to advance incident management maturity.

Key Responsibilities:
Incident Management & Resolution:
Respond promptly to reported service incidents, identify causes, and initiate incident management processes.

Proactively identify high-impact scenarios from monitoring tools and engage stakeholders to prevent potential outages.

Prioritize incidents based on urgency and business impact.

Plan, coordinate, and monitor all activities related to incident resolution.

Triage, facilitate,



and drive major issues to resolution.

Follow escalation matrices and engage stakeholders through bridge calls and timely incident communications.

Serve as the primary point of contact and first escalation stage for incidents.

Maintain explicit, ongoing communication with stakeholders and leadership during incident lifecycles.

Improvement Initiatives:
Lead continuous process improvements by reviewing and enhancing policies, roles, and technologies.

Drive proactive monitoring strategies to shift from reactive to proactive support.

Reporting & Communication:
Prepare and present monthly OKR and incident reports with key metrics to leadership.

Translate technical and analytical findings into clear business presentations and reports.

Qualifications & Skills:
35 years overall IT experience, with at least 3 years as an Incident Manager or Senior Incident Engineer.

ITIL Foundation certification is

📌 Incident Engineer II (Hyderabad)
🏢 CAW Tech
📍 Hyderabad