Incident Manager

Centraprise, Corp.; Alpharetta (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

Centraprise, Corp. is seeking an experienced Incident Manager with AWS expertise to lead response, triage, and recovery of production incidents. You will act as the command centre for critical events and coordinate across teams.

The role focuses on preventing impact, guiding rapid technical resolution, and delivering root cause analyses with lessons learned for future improvements. Candidates should demonstrate strong communication with stakeholders and a track record of reducing MTTR through

Qualifications

• Must have expert-level incident management experience.
• Strong AWS experience required.
• Experience leading resolution of high-priority incidents.

Responsibilities

• Provide expert-level incident management support for response, triage, and mitigation.
• Serve as the command centre for all critical incidents.
• Lead resolution of high-priority and complex incidents.
• Prioritize recovery actions to minimize business impact.
• Identify root causes and drive permanent fixes or workarounds.
• Collaborate with cross-functional teams to improve monitoring and processes.
• Provide incident trend reporting and metrics like MTTR/MTTD.
• Escalate according to standards and procedures.

Skills

Incident management

AWS

Tools

AWS

Job description

Note: Candidate should have strong experience in Incident Manager with AWS experience.

Key Job Functions:

• Provide expert-level incident management support for response, triage, and impact mitigation of technology incidents.
• The team serves as the command centre for all critical incidents.
• The primary objective is to prevent, contain, and minimize the duration of production incidents to reduce business impact.
• Lead the resolution of high-priority and complex incidents.
• Prioritize recovery actions to minimize business impact and operational disruption.
• Utilize all available tools to identify root causes and drive rapid resolution through permanent fixes or workarounds.
• Troubleshoot incidents and quickly identify root causes using operations analytics, wire data analytics, application performance management, and event correlation monitoring tools.
• Act as the primary point of contact for management and stakeholders during business-impacting incidents.
• Partner with the Correction of Errors (COE) team to drive root cause analysis, lessons learned, and implementation of enhancements for all major incidents.
• Collaborate with cross-functional teams to enhance proactive monitoring, observability tools, and operational processes.
• Provide reporting and analysis on incident trends and business impacts, including metrics such as MTTR (Mean Time to Resolution) and MTTD (Mean Time to Detect).
• Provide enhancement recommendations based on incident trends and present findings to management for prioritization and implementation. Lead approved improvement initiatives.
• Ensure appropriate functional and management escalation occurs according to established standards and procedures.