Incident Manager

HEXAWARE•United States,

About The Position

The Incident Manager provides expert-level incident management support for response, triage, impact mitigation, and resolution of technology incidents in a 24/7/365 production environment. The role serves as a command centre for critical incidents, with the objective of preventing and containing incidents, minimizing their duration and reducing business impact. The Incident Manager leads response to high-priority and complex incidents, guides technical troubleshooting, prioritizes recovery actions, and drives rapid resolution through permanent fixes or workarounds. The role acts as the primary contact for management and stakeholders during business-impacting incidents. It works with technical and cross-functional teams to identify root causes, improve monitoring and operational processes, maintain production applications, and support postmortems and root cause analysis. The Incident Manager analyzes incident trends and business impacts, reports metrics such as MTTR and MTTD, recommends enhancements, and leads approved improvement initiatives. The position participates in on-call rotations and requires flexibility to work various shifts as needed.

Requirements

Experience or capability managing technology incidents to resolution in a 24/7/365 environment.
Ability to lead response and triage for high-priority, complex, and business-impacting incidents.
Technical troubleshooting and root-cause identification skills using operations analytics, wire data analytics, application performance management, and event-correlation monitoring tools.
Ability to prioritize recovery actions and drive resolution through permanent fixes or workarounds.
Ability to communicate technical troubleshooting strategies and incident status to technical teams, management, and stakeholders.
Ability to analyze multiple application protocols and technologies, including web applications, databases, storage systems, AWS, UNIX/Linux, DNS, LDAP, SSL, SMTP, and FTP.
Ability to analyze and report incident trends and business-impact metrics, including MTTR and MTTD.
Ability to support RCA, COE, postmortem, and incident follow-up activities.
Ability to follow functional and management escalation standards and procedures.
Willingness to participate in on-call rotations and work various shifts as required.

Responsibilities

Manage incidents through resolution in a 24/7/365 environment using established incident management processes.
Provide expert-level response, triage, and impact-mitigation support for technology incidents and serve as command centre for critical incidents.
Lead resolution of high-priority and complex incidents, prioritizing recovery actions to minimize business impact and operational disruption.
Troubleshoot incidents, identify root causes using available analytics and monitoring tools, and drive rapid resolution through permanent fixes or workarounds.
Act as the primary point of contact for management and stakeholders during business-impacting incidents and provide timely status updates.
Guide incident and triage calls from a technical perspective, influence technical teams, and communicate troubleshooting strategies and next steps.
Coordinate efforts to maintain production applications, including troubleshooting outages, repairing defects, documenting application performance, and coordinating with technology infrastructure management.
Partner with the Correction of Errors (COE) team to drive root cause analysis, lessons learned, and enhancements for major incidents.
Lead technical follow-up discussions for critical incidents and track action items to closure.
Assist with creating and maintaining Root Cause Analysis (RCA) and Correction of Errors (COE) documentation, ensuring data quality for major incidents.
Collaborate with cross-functional teams to improve proactive monitoring, observability tools, and operational processes.
Analyze and report incident trends and business impacts, including MTTR and MTTD metrics.
Recommend enhancements based on incident trends, present findings to management for prioritization, and lead approved improvement initiatives.
Ensure functional and management escalations follow established standards and procedures.
Follow up on items that may negatively affect production operations, support postmortem activities, and contribute to operational excellence initiatives.
Implement improved processes, process changes, reporting solutions, and other operational enhancements based on management recommendations.
Participate in on-call rotations and maintain flexibility to work various shifts as required.