Incident Manager – Hyderabad

HypTechie; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

HypTechie in Hyderabad, India seeks an experienced Incident Manager to lead end-to-end incident management and production support from the office. You will serve as the primary contact for clients, internal teams, and CXOs, coordinating responses to P1/P2 incidents with urgency and ensuring timely resolution.

The role requires strong leadership, excellent communication, and the ability to drive RCAs, preventive actions, and robust 24x7 coverage through effective shift planning and roster

Qualifications

• Proven experience in incident management and production support.
• Strong verbal and written communication with clients and CXOs.
• Ability to work under pressure and manage multiple high-severity incidents.
• Strong coordination and stakeholder management.

Responsibilities

• Own and oversee the incident management process across teams.
• Respond to production incidents and identify root causes.
• Classify and prioritize incidents by impact and urgency.
• Ensure 24x7 production support coverage with shift rosters.
• Drive RCAs and action items to closure.
• Communicate updates to all stakeholders during major incidents.
• Define and track team OKRs and performance targets.
• Coordinate with Account Management and Clients during incidents.
• Maintain incident records and track trends.

Skills

Incident Management

Production Support

Communication

Stakeholder Management

Job description

Incident Manager (Work From Office)

Location: Hyderabad, Telangana

Work Type: Full Time

Role: Incident Manager

Job Overview

We are looking for an experienced Incident Manager to lead and own the end-to-end incident management and production support function. The role requires strong leadership, excellent communication skills, and the ability to work under pressure to manage P1/P2 production incidents with a high sense of urgency. The ideal candidate will act as the primary point of contact for clients, internal teams, and CXOs, ensuring incidents are resolved promptly, root causes are identified, and preventive measures are implemented to avoid recurrence.

Key Responsibilities

• Own and oversee the incident management process, ensuring effective coordination among all teams involved in incident resolution
• Respond to production incidents, identify root causes, and initiate the incident management workflow
• Classify and prioritize incidents based on business impact and urgency
• Liaise with Technology and Product teams to ensure learnings from past incidents are captured and preventive measures are implemented
• Act as the primary point of contact (POC) for Account Management and Clients during major incidents
• Conduct regular incident reviews and ensure the incident management team meets defined SLAs and objectives
• Maintain accurate and up-to-date incident records, tracking trends and identifying recurring issues
• Communicate clearly and proactively with all stakeholders on major incidents, status updates, and resolutions
• Instill a strong sense of urgency within the production support team during critical issues
• Ensure Root Cause Analyses (RCAs) are conducted and action items are driven to closure on priority
• Manage the production support team, including shift planning and roster management to ensure 24×7 coverage
• Define and track team and individual OKRs, ensuring performance targets are met

Required Skills & Qualifications

• Proven experience in Incident Management / Production Support
• Strong verbal and written communication skills, with the ability to interact effectively with clients, senior leadership, and CXOs
• Ability to work under pressure and manage multiple high-severity incidents simultaneously
• Strong coordination and stakeholder management skills

Preferred Skills

• ITIL certification (preferred)
• Prior software development background (strong plus)
• Good understanding of application, infrastructure, and production support environments