Incident Manager - IN ( Night Shift )

Rackspace Technology; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in multicloud solutions is seeking an Incident Manager to oversee incident management processes. The ideal candidate will lead critical incident responses, collaborate with teams, and improve management protocols. Join a diverse team committed to empowering customers and shaping the future of technology.

Qualifications

• 8+ years of experience in IT service management.
• Leadership experience managing small teams is a plus.

Responsibilities

• Manage and escalate incident responses during major incidents.
• Lead the incident management process as Incident Commander.
• Document incidents and facilitate RCA and Post-Mortem discussions.

Skills

Leadership

Communication

Problem-Solving

Collaboration

Education

Bachelor's degree in IT

Bachelor's degree in Engineering

Tools

ServiceNow

JIRA

PagerDuty

Splunk

Zabbix

Job description

Role - Incident Manager

Shift: PST Shift (Night Shift)

Experience: 8+ years of experience

Overview

We are seeking a passionate Incident Manager to join our Infrastructure Operations (IOPS) department. You will be part of the Service Management team, leading incident, problem, and change management processes. During critical incidents, you will act as the Incident Commander, overseeing the response, coordinating stakeholders, and ensuring swift resolution to restore services.

Key Responsibilities

1. Manage and escalate incident responses during major incidents.
2. Lead the incident management process and act as Incident Commander during investigations.
3. Respond promptly to service incidents, triage, and initiate management procedures.
4. Prioritize incidents based on urgency and impact.
5. Maintain and update Service Management documents, including SLAs and definitions.
6. Collaborate with the team to ensure protocol adherence.
7. Document incidents and resolutions; facilitate RCA and Post-Mortem discussions.
8. Review and improve incident management processes.
9. Communicate with upper management during major incidents.
10. Lead weekly production health meetings and coordinate with infrastructure teams.
11. Assist team members in workload prioritization and rescheduling tasks.

Requirements

• Bachelor's degree in IT, Engineering, or a related field.
• Minimum of 2 years' experience in IT service management, ITIL, or similar roles.
• Leadership experience managing small teams is a plus.
• Knowledge of Critical Incident Response, Risk mitigation.
• Experience with ITSM tools like ServiceNow and JIRA.
• Familiarity with monitoring tools such as PagerDuty, Splunk, Zabbix.
• Excellent communication and collaboration skills.
• Strong problem-solving and organizational skills.

About Rackspace Technology

We are multicloud solutions experts, combining leading technologies to deliver end-to-end solutions. Recognized as a top workplace, we attract and develop world-class talent. Join us to embrace technology, empower customers, and shape the future.

Our Commitment

We celebrate diversity and are committed to equal employment opportunities. We welcome applicants from all backgrounds and provide accommodations for those with disabilities or special needs.