Sr. Incident Manager

Responsibilities

- Incident Triaging: Efficiently triage and resolve incidents. Drive end-to-end Major Incident Management (P1-P2), ensuring swift resolution and SLA adherence.
- Runbook: Assist in Runbook creation and validate SOP-based runbooks.
- Incident Bridge Leadership: Lead bridge calls. Drive the discussion towards resolution and take decision to close or downgrade the Incidents
- Communication: Send P1/P2 incident updates via Mailchimp.
- Team Engagement: Collaborate with the EIT, BRM and other team.
- Product Knowledge: Present product knowledge sessions.
- Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt.
- Assess Incident complexity and decide to include EIT or other relevant team
- Share Catchpoint alerts insight to SRE team and try to reduce the frequency of false alerts (Password expiry, Node not working etc)
- Ability to work under pressure
- Facilitate outage bridge calls,



scribing key updates and engaging support teams via Teams.
- Perform incident assessments, internal audits, and contribute to service restoration strategies.
- Draft and disseminate timely outage communications to internal stakeholders using Mailchimp.
- Support shift planning and rostering to maintain 24x7 coverage for incident response.

Qualifications -

Bachelor of Computer Engineering /Master of Computer science

- Minimum 6 years of experience as an Incident Manager on Application Support
- ITIL certification (at the Intermediate level) is desirable.
- Proficient in using Jira, Confluence, Catchpoint, MailChimp, and ServiceNow
- Prior experience on Cloud platforms (Azure, AWS)
- Knowledge on Azure Cloud, Kubernetes, ELK, selenium, Dynatrace etc.
- Technologies and/or Applications background with ability to grasp impact and interdependencies is preferred.

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📌 Incident Manager (Pune)
🏢 Genpact
📍 Pune