Job Summary
As an Incident Manager you will be responsible for managing, resolving, and mitigating DevOps and network-related incidents within agreed SLAs to minimize business impact. Acting as the single point of contact (SPOC) for all high-priority incidents, you will coordinate cross-functional teams and stakeholders to restore normal service operations efficiently. You will also focus on root cause analysis (RCA), process improvement, and reporting, ensuring operational stability and continuous service improvement.
ResponsibilitiesSkills: kubernetes,customer satisfaction,ansible,devops,cloud,jenkins,teams,acting,shell scripting,cloud infrastructure,ci/cd pipelines,customer,virtualization,incident response,cloud monitoring,operations,reporting,root,docker,linux administration,incident management
- Incident Response & Triage
- Develop and maintain incident response plans for various types of incidents.
- Ensure timely resolution of tickets by Operations team within agreed SLAs.
- Assess and prioritize incidents based on severity and initiate response actions accordingly.
- Incident Documentation & Analysis
- Maintain detailed incident records including impact, nature, and resolution.
- Perform post-incident analysis to identify root causes and preventive actions.
- Customer Satisfaction & Reporting
- Monitor and improve customer satisfaction through efficient operations.
- Address customer complaints and conduct monthly SLA review meetings.
- DevOps Background (Prior Hands-on Experience)
- Experience with Linux administration, shell scripting, and troubleshooting.
- Managed CI/CD pipelines, Kubernetes clusters, and cloud infrastructure.
- Knowledge of virtualization (VMware/KVM) and private cloud environments.
- Familiarity with tools like Docker, Jenkins, Ansible, and cloud monitoring.
- Leadership & Coordination
- Lead cross-functional teams and bridge gap between DevOps and Operations.
- Ensure clear communication with stakeholders and technical teams.
