We are looking for Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews. The role requires robust analytical thinking, composure under pressure, and excellent communication skills to manage critical incidents effectively.

Responsibilities

• Own the end-to-end lifecycle of all major P1 and P2 incidents within our 16x7 shift window, ensuring response and resolution milestones strictly adhere to corporate SLAs.

• Root Cause Analysis: Drive rapid technical triage by analyzing telemetry data, system metrics, monitors and logs to isolate the root cause of complex infrastructure and application failures.

• Data-Driven Troubleshooting: Proven ability to quickly interpret telemetry data, consumer lags, and pipeline bottlenecks under high-pressure scenarios to guide engineering teams toward a fix.

• Anomaly Mitigation: Actively monitor for performance anomalies, queue lags, and throughput drops to proactively mitigate downstream service degradation.

• Tool Proficiency:



Experience with observability and monitoring platforms such as Datadog, Grafana

Assertive Communication & Stakeholder Alignment

• Maintain clear, concise, and assertive communication under pressure, cutting through technical noise to extract actionable statuses.

• Formulate and broadcast timely business-focused impact statements and progress metrics to executive leadership and client-facing teams.

• Isolate technical internal chat channels from high-level notification streams to keep critical updates data-rich and highly orderly.

Post-Incident Evolution & Continuous Improvement

• Perform rigorous Root Cause Analysis (RCA) once an incident is safely stood down. Facilitate and contribute to blameless Post-Incident Reviews (PIR) to track down systematic process or system vulnerabilities.

• Actively isolate operational bottlenecks and optimize playbooks to continuously improve Mean Time to Mitigate (MTTM) across critical sys

📌 Associate - Project Manager (India)
🏢 EXL
📍 India