24/7 Incident Manager & Production Reliability Lead

Hexaware Technologies Limited; Alpharetta (GA); On-site; USD 90,000 - 120,000; Full time

Job summary

Hexaware Technologies Limited is seeking an experienced incident management professional to coordinate incident response, triage, and resolution across a 24/7 operation. You will lead high-priority incidents, analyze data from monitoring tools, and communicate status to stakeholders throughout containment and resolution.

The role involves root cause analysis, implementing process improvements, and collaborating with COE to drive lessons learned and preventive actions.

Qualifications

• Experience managing production incidents and coordinating resolution.
• Ability to analyze monitoring tools and dashboards for troubleshooting.
• Experience documenting root cause analysis and lessons learned.
• Strong communication with stakeholders during outages.

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 to minimize business impact.
• Troubleshoot incidents using analytics and monitoring tools to identify root causes.
• Act as the primary contact for management and stakeholders during critical incidents.
• Collaborate with COE to drive RCAs and implement improvements for major incidents.
• Support on-call rotations and coordinate with cross-functional teams for proactive monitoring.

Skills

Incident management

Root cause analysis

Stakeholder communication

On-call rotations

Job description

Hexaware Technologies Limited is seeking an experienced incident management professional to coordinate incident response, triage, and resolution across a 24/7 operation. You will lead high-priority incidents, analyze data from monitoring tools, and communicate status to stakeholders throughout containment and resolution.

The role involves root cause analysis, implementing process improvements, and collaborating with COE to drive lessons learned and preventive actions.