Role Summary The Incident Manager II owns end-to-end incident lifecycle management for customer production environments. The role combines 24x7 monitoring with major incident command and process governance (IM). It is a senior individual-contributor role. You'll act as incident commander on Sev-1/Sev-2 events and mentor Level 1 team members.

Key Responsibilities

- Monitoring and Detection
- Monitor site health, alerts, dashboards, and automation systems across customer sites around the clock.
- Triage incoming alerts and tickets. Validate severity, deduplicate, and standardize ticket subjects with specific issue details.
- Tune alert thresholds and reduce noise by working with engineering on alert quality, severity standards, and root-cause fixes.
- Be the first point of contact for customer and site issues via ticketing queues (Salesforce, SRE, GM).
- Incident Response and Command
- Act as incident manager for Sev-1/Sev-2 production incidents. Open the bridge, assign roles, and drive resolution.
- Align technical, engineering, product, QA, and site teams on live production issues.
- Make sure tickets reach the right owning pod rather than sitting in the queue.
- Keep production issues and staging issues (QA) separate, with clear function boundaries.
- Decide on escalation paths and use judgment on severity changes, workarounds, and rollbacks.
- Communication and Stakeholder Management
- Send timely, structured updates (initial, periodic, resolution) to customers, leadership, and internal stakeholders.




- Escalate through the defined matrix, using all communications and escalations channels.
- Run customer-facing and internal incident calls with clear, concise status.
- Process and Governance
- Maintain and improve runbooks, SOPs, escalation matrices, and severity definitions.
- Enforce process adherence on ticket hygiene, handoffs, shift transitions, and SLA compliance.
- Lead continuous improvement initiatives, including automation of repetitive monitoring tasks and better alerting and tooling.
- Team Mentoring (Level 2)
- Mentor and coach L1 Incident Managers. Review their work and run knowledge sessions.

- Act as shift lead or duty manager when needed. Plan coverage and handle shift handovers.
- Partner with technical, Engineering, QA, Product, and Customer Success on cross-functional improvements.
- Contribute to onboarding and training programs.

Experience

- 5–8 years in NOC, incident management, or technical support, including at least 2-3 years leading major incidents.
- Strong knowledge of ITIL incident, problem, and change management.
- Experience with ticketing and monitoring tools (Salesforce, Jira, Grafana/Kibana or similar) and with on-call tooling.
- Understanding of warehouse automation, robotics, or WMS/WES is a plus.
- Excellent written and verbal communication, and solid decision-making under pressure.
- Willingness to work rotational shifts, including nights, weekends, and on-call.

📌 Incident Manager II (Gurugram)
🏢 GreyOrange
📍 Gurugram