SourceFuse Technologies hiring Incident Manager 4-5 years of experience.
Key Responsibilities:
- Work closely with other IT and business teams to ensure seamless coordination during incidents.
- Participate in on-call rotations and provide support during major incidents and outages.
- Contribute to the development and maintenance of the incident management knowledge base.
- Manage every aspect of incident management which includes but not limited to ticket monitoring, assignments, escalation management, providing support/resolution with in SLA and most importantly ticket tracking, reporting and analytics using SQL and JQL queries.
- Timely handling of P1/P2 -Business-critical issues and managing customer escalations to resolution, following standard processes, documentation and reporting.
Requirement:
- Driving the zoom/collaboration calls with Reporters/SREs/OEMs/Vendors for effective and speedy resolution. Act as the primary point of contact for all platform operational incidents.
- Improve number of issues closed, problem resolved, average time to resolve issue, average time between issues, time taken to provide WA/Temp Fix.
- Problem Management: identifying repetitive issues, and driving the RCA with a permanent fix, which results in timely delivery and quality of service.
- Sound knowledge and experience cloud infrastructure project or operations especially CVIM and K8s cloud platform.
- Expert level knowledge in incident management reporting like incident trend, RCA categorization for multiple review meetings like (weekly KPI, bi-weekly/monthly/qtrly/yearly reviews with BU head/CTO).
- Must be ITIL certified or able to understand complete ITSM framework for effective incident management and other aspects of ITSM like access/release/change/problem management.
- Basic understanding of Linux and Kubernetes.
- Drive end-to-end solution/resolution of the Issue raised by the Application team and managing inventory of all the known errors.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Proven experience in incident management, preferably in a platform operations environment.
- Strong understanding of ITIL or other incident management frameworks.
- Excellent problem-solving and analytical skills.
- Ability to work effectively under pressure and manage multiple priorities.
- Strong communication and interpersonal skills.
- Experience with incident management tools and ticketing systems (e.g., ServiceNow, JIRA).
- Knowledge of platform technologies and infrastructure (e.g., cloud services, databases, networking) is a plus.
