Incident Manager

JSR Tech Consulting; Newark (NJ); On-site; USD 110,000 - 150,000; Full time

Job summary

JSR Tech Consulting is seeking a seasoned Production Support Lead to oversee triage, incident response and resolution for client-facing applications in a demanding environment. You will implement escalation protocols, drive post-incident reviews, and coordinate cross-team efforts to ensure rapid recovery and minimal downtime.

In this role, you will build and maintain runbooks and knowledge bases, enhance observability with dashboards and alerts, and mentor teams to own system health and

Qualifications

• Proven experience in a production support leadership role for client facing applications.
• Strong understanding of incident management frameworks.
• Proficiency in troubleshooting application, database, and infrastructure issues.
• Familiarity with monitoring tools such as Dynatrace, Datadog, Splunk.
• Familiarity with incident management platforms such as ServiceNow.
• Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakeholders.
• Excellent problem solving skills and a calm, solution-focused approach under pressure.
• Experience working in AWS.
• Familiarity with CI/CD pipelines and release management processes.

Responsibilities

• Oversee triage, investigation and resolution of production issues with timely communication.
• Manage incident response, root cause analysis and post-incident reviews.
• Establish escalation protocols and ensure adherence to SLAs.
• Coordinate resolution with dependencies outside immediate team.
• Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base.
• Coordinate with development, QA, and infrastructure teams for seamless issue resolution.
• Foster ownership mindset and accountability for system health and stability.
• Define and maintain monitoring solutions to proactively identify issues.
• Improve observability with dashboards, alerts and automated health checks.
• Develop and maintain runbooks, SOPs and knowledge base articles.
• Establish best practices for incident response and decision frameworks.

Skills

Production support leadership

Incident management

Troubleshooting

Communication with stakeholders

Problem solving under pressure

Prioritization

AWS experience

CI/CD familiarity

Tools

Dynatrace

Datadog

Splunk

ServiceNow

CI/CD tooling

Job description

• Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates
• Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions
• Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs)
• Coordinate resolution and follow ups with dependencies outside immediate team
• Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base

Team Leadership and Coordination:

• Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing
• Foster a strong ownership mindset within the team, ensuring accountability for system health and stability

Monitoring and Alerting

• Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues
• Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams

Process and Documentation

• Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures
• Establish best practices for incident response, including communication templates and decision frameworks

Qualifications and Skills:

• Proven experience in a production support leadership role for client facing applications
• Strong understanding of incident management frameworks
• Proficiency in troubleshooting application, database, and infrastructure issues
• Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc
• Familiarity with incident management platforms such as ServiceNow
• Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakeholders
• Excellent problem solving skills and a calm, solution-focused approach under pressure
• Experience working in AWS
• Familiarity with CI/CD pipelines and release management processes