Associate - Project Manager

Ex; Haryana; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Ex is seeking Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews.

The role requires strong analytical thinking, composure under pressure, and excellent communication skills to manage critical incidents effectively across Linux on-prem and cloud environments (Azure/GCP). Your work will include rapid RCA and blameless PIRs to strengthen resilience.

Qualifications

• Experience in SRE/incident management environments.
• Capable of swift root cause analysis and RCA facilitation.
• Strong communication and documentation under pressure.
• Knowledge of monitoring tools and cloud platforms.

Responsibilities

• Own end-to-end lifecycle of major P1 and P2 incidents within 16x7 shift window.
• Drive rapid triage by analyzing telemetry data, system metrics, monitors and logs to isolate root cause.
• Interpret telemetry data, consumer lags, and pipeline bottlenecks to guide fixes under pressure.
• Monitor for performance anomalies and proactively mitigate downstream service degradation.
• Proficient with observability platforms such as Datadog and Grafana.
• Communicate clearly with stakeholders and provide executive-facing status updates.
• Lead post-incident reviews to identify systemic issues and improvements.
• Improve MTTR/MTTM by refining incident playbooks and processes.
• Maintain structured handoffs between regions (EMEA & APAC).

Skills

SRE / Incident Management

Production Support

High-pressure handling

Analytical mindset

Root cause analysis

Tools

DataDog

Grafana

Docker

Kubernetes

ServiceNow

PagerDuty

JIRA

Databricks

GitHub Actions

Job description

• Job Role Application Development-Production Engineering
• Experience (In Years) 3-6

Job Description

We are looking for Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews. The role requires strong analytical thinking, composure under pressure, and excellent communication skills to manage critical incidents effectively.

Responsibilities

• Own the end-to-end lifecycle of all major P1 and P2 incidents within our 16x7 shift window, ensuring response and resolution milestones strictly adhere to corporate SLAs.
• Root Cause Analysis: Drive rapid technical triage by analyzing telemetry data, system metrics, monitors and logs to isolate the root cause of complex infrastructure and application failures.
• Data-Driven Troubleshooting:Proven ability to quickly interpret telemetry data, consumer lags, and pipeline bottlenecks under high-pressure scenarios to guide engineering teams toward a fix.
• Anomaly Mitigation: Actively monitor for performance anomalies, queue lags, and throughput drops to proactively mitigate downstream service degradation.
• Tool Proficiency:Experience with observability and monitoring platforms such as Datadog, Grafana
• Maintain clear, concise, and assertive communication under pressure, cutting through technical noise to extract actionable statuses.
• Formulate and broadcast timely business-focused impact statements and progress metrics to executive leadership and client-facing teams.
• Isolate technical internal chat channels from high-level notification streams to keep critical updates data-rich and highly orderly.
• Perform rigorous Root Cause Analysis (RCA) once an incident is safely stood down. Facilitate and contribute to blameless Post-Incident Reviews (PIR) to track down systematic process or system vulnerabilities.
• Actively isolate operational bottlenecks and optimize playbooks to continuously improve Mean Time to Mitigate (MTTM) across critical systems
• Maintain structured handoffs between regions (EMEA & APAC)

Qualifications

• Experience in SRE / Incident Management / Production Support
• Ability to manage high-pressure situations confidently
• Strong problem-solving and analytical mindset
• Technical knowledge on task execution.
• Good eye for details and understanding of workflows

Technical Skills:

• Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
• Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
• Strong focus on minimizing service downtime across environments
• Hands-on experience supporting both on-premises (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
• Solid understanding of networking concepts and system architecture
• Understanding incident impact and skills to analyze and take decisions based on them.
• Good understanding of Service now, PagerDuty, JIRA, Databricks, Github actions and basics of Docker and Kubernetes.
• Understanding monitoring systems and able to troubleshoot the root cause of issue.