2P Incident Commander – Job Description

Organization Background:

• Service Engineering teams deliver reliable, secure, and scalable technology services across enterprise platforms, supporting availability, automation, operational excellence, and continuous improvement across cloud, infrastructure, platform, monitoring, and service management ecosystems.

• The team is also driving the adoption of AI, Copilot, Automation, and Monitoring capabilities to improve operational efficiency, trend analysis, and incident response processes.

What will you be responsible for?

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Primary Responsibility: Serve as a first-line Service Engineering skilled responsible for monitoring alerts, triaging incidents, coordinating incident response as an Incident Commander when required, and resolving L1 operational tasks across application and infrastructure environments.

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Perform real-time alert monitoring, initial triage, classification, prioritization, and routing across application, infrastructure, cloud, platform, monitoring, and service management environments.

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Act as the first point of response for incidents by validating impact, gathering key details, engaging resolver teams, and ensuring timely communication and escalation.

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Serve as Incident Commander for defined L1/L2 operational incidents by coordinating bridges, tracking actions, driving updates, and ensuring incident process adherence.

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Resolve L1 operational tasks and service requests across application and infrastructure areas, including standard checks, restarts, access validations, health checks, basic configuration updates, and runbook-driven remediation.

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Use monitoring dashboards, logs, alerts, SOPs, knowledge articles, and runbooks to diagnose recurring issues and restore services within agreed operational targets.

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Document incident timelines, actions taken, resolution steps, handoffs, and improvement opportunities in the service management system.

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Identify repetitive alerts, noisy events, pr

📌 Senior Service Engineer (Hyderabad)
🏢 PROVIDENCE GLOBAL CENTER
📍 Hyderabad