24/7 Incident Manager - Production Reliability

Hexaware Technologies; Alpharetta (GA); On-site; USD 120,000 - 170,000; Full time

Job summary

Hexaware Technologies is seeking an experienced Incident Manager to oversee 24/7 incident management processes across production environments. You will guide triage calls, share diagnostic details from monitoring tools, and outline resolution activities to ensure timely recovery.

You will coordinate with COE and cross-functional teams to implement improvements, perform postmortems, and drive operational excellence through proactive monitoring and robust escalation procedures.

Responsibilities

• Provide expert-level incident management support for response, triage, and impact mitigation of technology incidents.
• Lead the resolution of high-priority and complex incidents, prioritizing recovery actions to minimize business impact.
• Troubleshoot incidents using operations analytics, app performance management, and event correlation monitoring tools.
• Act as the primary point of contact for management and stakeholders during major incidents.
• Collaborate with cross-functional teams to enhance proactive monitoring, observability, and operational processes.
• Provide reporting and analysis on incident trends and business impacts, including MTTR and MTTD.
• Lead improvement initiatives and drive root cause analysis with COE for major incidents.
• Coordinate with technology infrastructure management and other teams to ensure timely escalations and remediation.

Job description

Hexaware Technologies is seeking an experienced Incident Manager to oversee 24/7 incident management processes across production environments. You will guide triage calls, share diagnostic details from monitoring tools, and outline resolution activities to ensure timely recovery.

You will coordinate with COE and cross-functional teams to implement improvements, perform postmortems, and drive operational excellence through proactive monitoring and robust escalation procedures.