Incident Manager

Airtel Africa; City Of London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A leading telecommunications company in the City of London seeks an experienced Incident Manager to oversee technical incident responses. The role requires deep AWS expertise, strong analytical abilities in cloud-native environments, and excellent collaboration skills. You will lead cross-functional teams, monitor service health, and manage incidents, ensuring minimal business impact. Competitive compensation and potential benefits offered.

Qualifications

• Proven experience in Incident Management or similar roles.
• Strong understanding of web architecture and microservices.
• Deep hands-on experience with AWS Cloud.

Responsibilities

• Serve as the primary technical point of contact during incidents.
• Lead and coordinate cross-functional incident response teams.
• Monitor service health using tools like CloudWatch and Grafana.

Skills

AWS Cloud Services

Incident Management

Linux/Unix Administration

Agile Methodologies

Scripting (Python, Bash)

Monitoring Tools (CloudWatch, Grafana)

Debugging Skills

Leadership

Tools

Jira

Confluence

Git

Jenkins

Job description

Responsibilities

• Serve as the primary technical point of contact during critical incidents, ensuring rapid resolution and minimal business impact.
• Lead and coordinate cross-functional teams (engineering, support, operations) during incident response, including root cause analysis, mitigation strategies, and post-mortem reviews.
• Monitor service health using tools such as CloudWatch, OpenSearch, Kibana, Grafana, and proactively identify potential issues before they impact customers.
• Troubleshoot and debug production issues in web architecture, microservices, and cloud environments.
• Manage and maintain system reliability by implementing best practices in observability, monitoring, and alerting.
• Collaborate closely with Software Development, Infrastructure, and Operations teams to improve incident response processes and system resilience.
• Manage incidents related to AWS services such as EC2 S3 RDS, DynamoDB, Aurora, Redis, Memcache, Kafka, SNS, SQS, OpenSearch, and Elasticsearch.
• Use Agile tools (Jira, Confluence) to track incident tickets, document resolutions, and maintain a clear audit trail.
• Oversee system and application deployments, supporting automation pipelines (Jenkins, Git).
• Perform Linux/Unix administration tasks as needed during incident investigation and resolution.
• Continuously update and refine incident response playbooks, runbooks, and SOPs.
• Provide regular incident reports to leadership, including root cause analysis and long-term corrective actions.

Requirements

• Proven experience as an Incident Manager, Site Reliability Engineer (SRE), or Technical Operations Lead in cloud-native and microservices-based environments.
• Strong understanding of web architecture and microservices development principles.
• Deep hands-on experience with AWS Cloud Services: Compute (EC2 Lambda), Storage (S3), Databases (DynamoDB, RDS, Aurora), Messaging (Kafka, SNS, SQS), Caching (Redis, Memcache), Search (OpenSearch, Elasticsearch).
• Expertise in Agile tools: Jira, Confluence, Git, Jenkins.
• Strong Linux / Unix system administration skills, including troubleshooting and performance tuning.
• Strong analytical skills with expertise in debugging complex distributed system issues.
• Experience with monitoring and observability tools like CloudWatch, Grafana, Nagios, and Kibana.
• Excellent communication and leadership skills to manage cross-functional incident response teams.
• Experience in writing detailed post-incident reports and driving continuous improvement.
• Strong scripting skills (Python, Bash, or similar) to automate diagnostic or remediation tasks.