Technical Incident Manager

SRM Technologies; Chennai; On-site; INR 2,500,000 - 4,500,000; Part time

Job summary

SRM Technologies in Chennai seeks a Reliability Officer/VP Engineering to lead incident response, coordinating across teams in a 24/7 rotating shift and owning escalation from declaration to closure.

You will run postmortems, maintain incident playbooks, report metrics, and drive continual improvement while working nights and weekends in a rotating schedule.

Qualifications

• Experience leading incident response as incident commander for Sev 1–4 outages.
• Strong calm under pressure and decision-making; direct SMEs without deep tech.
• Excellent written and verbal communication for engineers and executives.
• Experience running structured postmortems or root-cause analyses.
• Ability to track multiple actions and deadlines with strong organization.
• Follow documented playbooks and escalate when needed.
• Experience with Jira/Confluence for incident tracking and docs.
• Willingness to work rotating shifts including nights/weekends.

Responsibilities

• Serve as Incident Commander for Sev 1–4 incidents, coordinating resolution.
• Perform initial triage and hand off to owner with clear impact summary.
• Own incident retro process and drive action items to closure.
• Debrief with engineering teams each shift to capture lessons learned.
• Create and maintain incident playbooks with SMEs.
• Lead monthly dry runs and readiness exercises across teams.
• Facilitate weekly on-call debriefs and surface improvement tickets.
• Report MTTR and retro metrics to leadership on cadence.
• Support governance, including change management reviews.

Skills

Incident Command

Stakeholder communication

Postmortem analysis

Documentation

Cross-functional coordination

Jira/Confluence

Education

ITIL Certification

Tools

Jira

Confluence

Job description

Reorting to: Reliability Officer / VP EngineeringSchedule: Rotating 4-day on / 3-day off shift, 32 hrs/week, part of 24/7 coverage across three8-hour shifts

What You’ll Do

• Serve as Incident Commander for Sev 1–4 incidents, owning coordination, communication, and resolution from declaration to closure.
• Perform initial triage — gather basic diagnostics, follow runbooks — then escape to the right owner with a clear summary of findings and impact.
• Own the incident retro process: scheduling, facilitating blameless postmortems, anddriving action items to closure.
• Debrief with engineering teams each shift to capture lessons learned and flag processgaps.
• Create and maintain incident playbooks with SMEs, keeping documentation current.
• Lead monthly dry runs and readiness exercises across teams.
• Facilitate weekly on-call debriefs to surface pain points and track improvement tickets.
• Report incident metrics (MTTR, retro completion time) to leadership on a regularcadence.
• Support operational governance, including change management reviews.

What You Bring

• Experience leading incident response as an Incident Commander or Major IncidentManager during high-severity outages.
• Strong composure and decision-making under pressure, able to direct SMEs withoutbeing the deepest technical expert.
• Excellent communication skills, translating technical situations for engineers and executives alike.
• Experience running structured postmortems or root-cause analysis.
• Strong organizational skills to track multiple action items and deadlines.
• Ability to follow documented playbooks and exercise judgement regarding the need forescalation.
• Experience with Jira/Confluence for incident tracking and documentation.
• Ability to work rotating shifts, including nights/weekends.

Preferred Qualifications

• Background in IT service management, operations, or program management.
• Familiarity with basic monitoring/dashboard concepts.
• Experience facilitating cross-functional meetings or change initiatives.
• Data analysis or reporting experience for leadership updates.
• ITIL certification or equivalent incident/problem management training.