Incident Manager

TechMojo Solutions Pvt Ltd; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

TechMojo Solutions Pvt Ltd in Hyderabad seeks an experienced Incident Manager to own the incident management lifecycle, coordinate with production teams, and drive timely resolutions.

You will ensure proper RCA, maintain incident records, and communicate with stakeholders including CXOs; ITIL certification and development background are valued. Office-based role requiring strong process discipline, leadership, and the ability to create knowledge bases and ensure OKRs.

Qualifications

• ITIL certification preferred.
• Strong oral and written communication skills to interact with client teams and CXOs.

Responsibilities

• Owning and overseeing the incident management process and team members involved in resolving the incident.
• Responding to a production incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Liaise with Tech and Product units to ensure learning from previous incidents (Preventive measures).
• Producing documents outlining incident protocols and remediation steps including DR setup.
• Conduct regular review and be the POC for AM/Clients while ensuring the incident management team follows the process.
• Maintaining a record of all incidents and resolutions to identify recurring issues.
• Communicating with stakeholders on major issues and resolutions.
• Ensure the team reflects urgency on production issues.
• RCAs are conducted where applicable and action items closed promptly.
• Managing the Production support team and creating team roaster for shifts.
• Make sure the Support Team OKRs are met and design OKRs for individuals.
• Creating processes to keep the knowledge base updated.
• Fire Chief for permanent fixes and ensure timely closure of action items.
• Be a fire warden available 24/7 and lead P1/P2 production issues on ground.

Skills

Communication skills

Development background

Education

ITIL certification

Job description

Incident Manager

Required skills: Prior development background will be a plus.

ITIL certification (preferably)

Strong oral and written communication skills to communicate and discuss with client teams and CXOs.

Responsibilities:

• Owning and overseeing the incident management process and team members involved in resolving the incident
• Responding to a production incident, identifying the cause, and initiating the incident management process.
• Prioritizing incidents according to their urgency and influence on the business.
• Liaise with Tech and Product units to ensure there are learning from previous incidents [Critical - preventive measures]
• Producing documents that outline incident protocols such as how to handle infrastructure related incidents and how to correct application failures including an optimum server set up (e.g., DR set up)
• Conduct regular review and be the POC for AM/Clients while ensuring the incident management team meets the objectives and follows the process diligently.
• Maintaining a record of all incidents, updating all the relevant fields and their resolution to see if there are recurring malfunctions.
• Communicating with all stakeholders on major issues and resolutions.
• Ensure that team reflects the sense of urgency on production issues
• RCAs are conducted where applicable and the action items are taken to closure with the highest sense of urgency.
• Managing the Production support team and creating Team Roaster to make sure all the shifts are equipped with the right people
• Make sure the Support Team OKR are met and designing the OKRs for the individuals.
• Creating processes to make sure the knowledge base is up to date
• Fire Cheif for all Action Items of the permanent fixes for the incidents and make sure they are getting closed on time
• Be a fire warden available 247 and personally lead P1/P2 production issues on ground, to get them resolved promptly

The position is based in Hyderabad and requires working from the office.