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 (India)
🏢 Genpact
📍 India