Incident Manager

AssetMark Global Wealth; Hyderabad; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

AssetMark Global Wealth seeks an experienced Incident Manager to lead major incident lifecycles from detection to restoration within Hyderabad GCC. You will coordinate cross-functional teams, communicate with executives, and drive data-driven improvements to reduce MTTR and strengthen system resilience.

The role requires on-call availability, executive liaison, and a focus on preventing recurrence through PIRs and RCA documentation. This is a high-visibility, reliability-focused position.

Qualifications

• 8+ years of experience in IT Operations, SRE, or Incident Management
• Demonstrated experience leading high-severity production incidents
• Strong understanding of ITIL Incident and Problem Management processes
• Exceptional facilitation and communication skills under pressure
• Experience working with cross-functional teams
• Ability to influence without direct authority
• Strong analytical and organizational skills

Responsibilities

• Lead and coordinate Incident bridges, Major Incident bridges, and command centers
• Rapidly assess business impact and determine severity
• Mobilize appropriate product, engineering, vendor partner, and business teams
• Drive service restoration with grace and urgency
• Manage escalations when required
• Ensure accurate, timely communication with executives and impacted stakeholders
• Continuously improve the Incident Management process
• Ensure adherence to SLAs, SLOs, and defined severity criteria
• Maintain runbooks, response procedures, and escalation matrices
• Conduct quality reviews of incident records and timelines
• Lead and participate in BCP, DR, and Incident Table-Top exercises
• Coordinate internal and external customer communications

Job description

AssetMark is a leading wealth management platform dedicated to empowering financial advisors and the investors they serve. As we continue to expand our global capabilities, we are establishing a Global Capability Center (GCC) in Hyderabad to enhance our operational excellence, strengthen strategic capabilities, and support our long-term growth.

The Incident Manager is responsible for leading the end-to-end lifecycle of major and high-impact incidents to restore service as quickly as possible while minimizing business impact. This role drives structured incident response, coordinates cross-functional teams, ensures clear executive communication, and participates in post-incident reviews to prevent recurrence.

About the Role

The Incident Manager is responsible for leading the end-to-end lifecycle of major and high-impact incidents to restore service as quickly as possible while minimizing business impact. This role drives structured incident response, coordinates cross-functional teams, ensures clear executive communication, and participates in post-incident reviews to prevent recurrence.

This role partners closely with SRE, Infrastructure, Product, Engineering, Vendor Partner, and Business teams to minimize customer impact, reduce Mean Time to Restore (MTTR), and strengthen system resilience through data-driven continuous improvement.

The Incident Manager is a high visibility role with executive exposure. This role participates in an on-call rotation and must be available to manage incidents outside normal business hours as required.

The Incident Manager acts as the operational conductor during incidents and as a reliability advocate outside of them.

What You’ll Do

• Lead and coordinate Incident bridges, Major Incident bridges, and command centers.
• Rapidly assess business impact and determine severity.
• Mobilize appropriate product, engineering, vendor partner, and business teams.
• Drive service restoration with grace and the appropriate urgency.
• Manage escalations when required.
• Ensure accurate, timely communication with executives and impacted stakeholders.

Incident Process Governance

• Continuously improve the Incident Management process.
• Ensure adherence to SLAs, SLOs, and defined severity criteria.
• Maintain runbooks, response procedures, and escalation matrices.
• Conduct quality reviews of incident records and timelines.
• Lead and participate in BCP, DR, and Incident Table-Top exercises.

Communication & Stakeholder Management

• Coordinate internal and external customer communications.
• Serve as the single point of accountability during major incidents.
• Facilitate collaboration across product, engineering, infrastructure, security, crisis management, business, and vendor partner teams.
• Participate in blameless post-incident reviews (PIRs).
• Ensure root cause analysis (RCA) is completed and documented.
• Track corrective and preventive actions to closure.
• Identify systemic themes and trends for leadership reporting.
• Track and report on KPIs such as:
• MTTR (Mean Time to Restore)
• Incident volume by severity
• Recurring incident trends
• SLA adherence
• SLO Adherence
• Identify opportunities for automation and monitoring improvements.
• Partner with SRE and Product Engineering teams to reduce incident frequency and duration.

What You Bring

Required Experience & Skills

• 8+ years of experience in IT Operations, SRE, or Incident Management.
• Demonstrated experience leading high-severity production incidents.
• Strong understanding of ITIL Incident and Problem Management processes.
• Exceptional facilitation and communication skills under pressure.
• Experience working with cross-functional teams.
• Ability to influence without direct authority.
• Strong analytical and organizational skills.

Preferred Qualifications

• ITIL v3 or v4 certification.
• Experience with incident management platforms (e.g., ServiceNow, Jira Service Management).
• Familiarity with on-call management tools (e.g., PagerDuty).
• Experience in regulated or high-availability enterprise environments.
• Understanding of cloud platforms (e.g., Amazon Web Services, Microsoft Azure, Google Cloud Platform).