Lead Assistant Manager

EXL Talent Acquisition Team; Haryana; Presencial; INR 1.000.000 - 1.800.000; Jornada completa

Descripción de la vacante

EXL Talent Acquisition Team seeks Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews. The role requires strong analytical thinking and excellent communication to manage critical incidents effectively.

Responsibilities include end-to-end lifecycle ownership of P1/P2 incidents, RCA with telemetry analysis, data-driven troubleshooting, and cross-region handoffs.

Formación

• Experience in SRE, Incident Management, or Production Support.
• Ability to manage high-pressure incidents confidently and clearly.
• Strong problem-solving and analytical mindset.
• Technical knowledge on task execution and workflows.

Responsabilidades

• Own the end-to-end lifecycle of P1 and P2 incidents within a 16x7 shift, ensuring SLAs are met.
• Drive rapid RCA by analyzing telemetry data, metrics, monitors, and logs.
• Interpret telemetry data and pipeline bottlenecks to guide engineers toward fixes.
• Monitor for anomalies to proactively prevent downstream degradation.
• Proficient with observability platforms Datadog and Grafana.
• Communicate clear, concise statuses under pressure.
• Broadcast timely business-focused impact statements to leadership and clients.
• Isolate internal chat channels from critical updates to keep data-rich communications.
• Perform rigorous RCA post-incident and contribute to PIR to uncover systemic issues.
• Identify operational bottlenecks and optimize playbooks to improve MTTR.
• Maintain structured handoffs between regions (EMEA & APAC).

Conocimientos

SRE

Incident Management

Production Support

Problem Solving

Attention to detail

Herramientas

Datadog

Grafana

ServiceNow

PagerDuty

JIRA

Databricks

GitHub Actions

Docker

Kubernetes

Descripción del empleo

• Job Role Application Development-Cloud Development
• Experience (In Years) 6-9

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.