Incident Manager

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

Manage incidents to resolution in a 24/7/365 environment using Hexaware Technologies' incident management processes, effectively guide incident and triage calls from a technical perspective, share technical details obtained from monitoring tools and dashboards to aid troubleshooting, outline details of resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities, and support various efforts related to operational improvements. Manage efforts to maintain applications in production, including troubleshooting outages, repairing defects, documenting application performance, and coordinating with technology infrastructure management.

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. The incident management function manages incidents to resolution in a 24/7/365 environment using Hexaware Technologies' incident management processes.
• 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.
• Influence technical teams during incident response calls and effectively articulate troubleshooting strategies and next steps.
• Lead technical follow-up discussions for critical incidents.
• Recommend continuous improvement opportunities and lead implementation efforts.
• Perform data analysis across multiple application protocols and technologies, including web applications, databases, storage systems, AWS, UNIX/Linux, DNS, LDAP, SSL, SMTP, and FTP.
• Influence technical teams during incident response calls and effectively communicate troubleshooting approaches.
• Lead required technical follow-up calls for critical incidents and track action items to closure.
• Assist with the creation and maintenance of Root Cause Analysis (RCA) and Correction of Errors (COE) documentation and ensure data quality for all major incidents.
• Ensure proper functional and management escalation processes are followed according to organizational standards.
• Follow up on items that may negatively impact production operations, support postmortem activities, and contribute to operational excellence initiatives.
• Implement new and improved processes, process changes, reporting solutions, and other operational enhancements based on management recommendations.
• Participate in on-call rotations and maintain flexibility to work various shifts as required.