Title: Support Engineer (MIM)

Location: Hyderabad/Bengaluru

Work Mode: Hybrid

Shift: 24/7

Notice Period: Immediate

Responsibilities:

Serve as Incident Commander on high-severity events, owning the response from declaration through mitigation, driving cadence, and removing blockers.

Make timely, well-reasoned decisions under pressure, including escalations, when to engage additional teams, and when to communicate externally.

Own incident communications throughout the lifecycle - delivering concise, accurate updates to engineering, leadership, partners, and stakeholders.

Set direction for and coach a team of incident managers, driving consistent execution, quality, and continuous improvement across the team.

Maintain a clear incident record - timeline, key decisions, actions taken, and impact assessment - so post-incident work starts from a robust foundation.

Lead post-incident reviews that focus on systemic learning, ensuring every incident produces durable observations, clear action items, and named owners.

Partner closely with Problem Management to translate post-incident learnings into prevention work.

Continuously improve response playbooks, and escalation paths.

Build strong working relationships across Engineering, Operations, and external partners.

Identify and surface cross-functional gaps - process, tooling, ownership, observability - and drive them to resolution.





Minimum Qualifications:

- Bachelors degree in Computer Science or Information Technology or equivalent practical experience.
- 6+ years of experience in incident management, site reliability engineering for production services.
- Demonstrated experience building or scaling an incident management program in a production or customer-facing environment.
- Proven ability to define, measure, and influence operational metrics (MTTD, MTTR, etc.).
- Experience facilitating postmortems and applying root cause analysis frameworks to drive durable improvements.
- Strong cross-functional collaboration skills, particularly with engineering, product, and executive stakeholders.
- Excellent communication skills under pressure, with the ability to drive clarity and urgency.
- Experience with incident tooling (e.g., ServiceNow, PagerDuty, Slack automation, observability platforms,).
- Preferred Qualifications
- Hands-on engineering background (SRE, DevOps, or software engineering).
- Experience leading incident programs across global teams or regulated environments.
- Background in high-availability systems and customer-critical services.
- Experience integrating incident workflows with observability platforms (e.g., Datadog).
- Experience driving change in cross-functional or matrixed organizations.

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