Incident Analyst/ Change Manager - In Office

Wipro•Aurora, CO

3d•Onsite

About The Position

The Analyst III – Reliability Operations is a senior operational leader who serves as Incident Commander during major outages, leads problem management, and reviews and approves complex changes for operational readiness. The role partners closely with SRE and engineering teams on service reliability strategy, leads reliability initiatives, and provides technical leadership and mentoring to junior analysts. It also includes customer-support duties such as handling client requests by telephone or email, troubleshooting product issues, documenting and tracking queries, resolving requests within contractual SLAs, and escalating serious issues. The role supports operational excellence through training, knowledge sharing, and maintaining customer-facing support documentation.

Requirements

3–5 years of experience in SRE, Operations, Incident Management, DevOps, or related fields.
Expert knowledge of monitoring tools, logging systems, and incident response.
Strong troubleshooting skills across networking, Linux/Windows servers, and cloud services.
Strong communication and leadership skills in high-pressure situations.
Mandatory skill: Customer Service.
3–5 years of experience.

Nice To Haves

Hands-on experience with AWS, Azure, or GCP.
Automation experience using Python, Go, Bash, or PowerShell.
Familiarity with microservices, containers, and distributed architectures.

Responsibilities

Lead high-severity P1/P0 incidents as Incident Commander and coordinate engineering teams during response.
Drive troubleshooting, impact assessment, mitigation and resolution decisions, and prepare incident documentation and executive summaries.
Apply knowledge of application architecture flows to help drive incidents toward mitigation.
Lead investigations into major or recurring problems, perform root-cause analysis, validate corrective actions, and track remediation.
Present problem findings and preventive strategies to leadership.
Review and approve high-risk or complex changes for operational readiness; participate in CAB when needed.
Validate rollback strategies and operational safety measures, and lead major maintenance or reliability change events.
Drive initiatives to reduce MTTA, MTTR, and incident volume; partner with SRE and engineering teams on reliability, observability, automation, and resilience.
Lead maintenance events, failover tests, and resilience validation exercises.
Review and improve runbooks, automation workflows, and monitoring strategies; contribute automation and AI ideas to improve efficiency and reduce MTTM/MTTR.
Perform post-incident analysis to identify systemic issues, contribute to automation and self-healing systems, and own service reliability dashboards and operational KPIs.
Provide technical leadership to Analyst I/II team members, serve as an escalation point, and lead operational-readiness reviews and training sessions.
Manage support transactions according to required quality standards and resolve client queries in line with contract SLAs.
Handle incoming client requests by telephone or email courteously; document user details and the nature of issues.
Record, track, and document queries, troubleshooting steps, and successful or unsuccessful resolutions using designated systems.
Use standard procedures, internal knowledge bases, resources, and FAQs to resolve client issues; identify product details that support effective troubleshooting.
Analyze call logs for recurring trends, maintain customer self-help documents, and escalate serious or untimely issues to the team leader.
Provide required product information and disclosures, comply with service agreements, and offer appropriate alternative solutions to retain customers.
Guide users through product troubleshooting and navigation, accurately process calls and emails, and maintain query logs and records.
Schedule customer callbacks, collect feedback, and support compliance with contracts and SLAs.
Complete product and other required training, keep product knowledge current, and partner with team leaders to identify training needs.