Incident Manager Recovery lead competence

The Incident Manager is responsible for managing end-to-end incident lifecycle activities to ensure timely restoration of services with minimum business impact. The role includes coordination of technical teams, stakeholder communication, escalation management, and driving service recovery during critical and major incidents. Additionally, the role is expected to possess Recovery Lead competence to technically drive restoration activities, coordinate troubleshooting efforts, and support technical decision-making during high-impact incidents.

Responsibilities

Manage end-to-end incident lifecycle from detection to closure; Lead bridge calls during Critical/Major incidents; Ensure timely engagement of support teams based on impact and severity; Drive restoration activities within defined SLA timelines; Track and manage incident escalations through appropriate escalation matrix; Ensure timely customer and stakeholder communication during incidents; Maintain accurate incident timeline, updates, and documentation; Ensure proper ticket categorization, prioritization, and ownership tracking; Coordinate with FO, BO, Infra, Cloud, Application, DB, Security, and Vendor teams; Technically drive recovery efforts during major outages; Coordinate troubleshooting activities across technical teams; Analyze logs, alarms, dashboards, and monitoring tools for faster resolution; Validate workaround and recovery actions before implementation; Support root cause identification and recovery planning; Drive service restoration with focus on minimizing MTTR; Assist teams in identifying dependencies and recovery risks; Ensure stability validation post restoration; Conduct Major Incident Reviews / PIR sessions; Identify monitoring gaps and preventive improvement actions; Ensure incident management process adherence; Track recurring incidents and initiate Problem Management where required; Support operational excellence initiatives to improve MTTR and SLA compliance; Drive continuous improvement in monitoring, escalation, and recovery processes

Requirements

Qualification: B. Tech / B.E or equivalent; 5–10 years of experience in Production Support / NOC / Incident Management / Operations; Experience in handling Critical and Major incidents in enterprise production environments; Experience working with cross-functional technical teams and customer stakeholders; Good understanding of Incident Management lifecycle; Hands-on understanding of Linux/Unix; Kubernetes/OpenShift; Cloud platforms (AWS/Azure); Application troubleshooting; Database basics (Oracle/Postgres/MySQL); Monitoring tools (Grafana, Prometheus, OneFM, Splunk); Networking basics; Ability to analyze logs and dashboards during outages; Understanding of production support environments and high availability systems; Incident Management; Major Incident Handling; Recovery Coordination/Stakeholder Management; Escalation Management; Service Restoration; SLA Management & Root Cause Analysis; Strong communication skills; Leadership during crisis situations; Decision making under pressure; Analytical and troubleshooting mindset; Coordination and collaboration skills; Customer handling capability

Nice to have

ITIL Foundation / ITIL Intermediate; Cloud certifications (AWS/Azure); RHCSA / Linux certification; Kubernetes/OpenShift knowledge; DevOps/Monitoring certifications; Telecom; Mobile Financial Services (MFS); Banking/Payments; Cloud Operations