Reorting to: Reliability Officer / VP Engineering Schedule: Rotating 4-day on / 3-day off shift, 32 hrs/week, part of 24/7 coverage across three 8-hour shifts

What You'll Do
● Serve as Incident Commander for Sev 1–4 incidents, owning coordination, communication, and resolution from declaration to closure. ● Perform initial triage — gather basic diagnostics, follow runbooks — then escalate to the right owner with a clear summary of findings and impact. ● Own the incident retro process: scheduling, facilitating blameless postmortems, and driving action items to closure. ● Debrief with engineering teams each shift to capture lessons learned and flag process gaps. ● Create and maintain incident playbooks with SMEs, keeping documentation current. ● Lead monthly dry runs and readiness exercises across teams. ● Facilitate weekly on-call debriefs to surface pain points and track improvement tickets. ● Report incident metrics (MTTR, retro completion time) to leadership on a regular cadence. ● Support operational governance, including change management reviews.



What You Bring ● Experience leading incident response as an Incident Commander or Major Incident Manager during high-severity outages. ● Solid composure and decision-making under pressure, able to direct SMEs without being the deepest technical expert. ● Excellent communication skills, translating technical situations for engineers and executives alike. ● Experience running structured postmortems or root-cause analysis. ● Strong organizational skills to track multiple action items and deadlines. ● Ability to follow documented playbooks and exercise judgement regarding the need for escalation. ● Experience with Jira/Confluence for incident tracking and documentation. ● Ability to work rotating shifts, including nights/weekends. Preferred Qualifications ● Background in IT service management, operations, or program management. ● Familiarity with basic monitoring/dashboard concepts. ● Experience facilitating cross-functional meetings or change initiatives. ● Data analysis or reporting experience for leadership updates. ● ITIL certification or equivalent incident/problem management training.

📌 Technical Incident Manager (Chennai)
🏢 SRM Technologies
📍 Chennai