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Strong employer brand, mid-level generalist incident-response role in Bangalore with broad tooling requirements.
Requires incident management and ITSM experience but skills transfer across SaaS, cloud, and enterprise environments.
Requires 3+ years, specific incident management experience, and hands-on monitoring/cloud/tool familiarity.
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Own end-to-end incident management for critical production incidents (P1/P2, Sev0/Sev1), including detection, triage, escalation, resolution, and communication.
Lead major incident coordination across cross-functional teams (Engineering, SRE, DevOps, Infrastructure, Product, Support) ensuring timely service restoration and root cause analysis.
Drive continuous improvement in incident processes, monitoring, operational metrics (MTTD, MTTR, etc.), and documentation within a 24x7 global operations model.
3+ years experience in Incident Management, Major Incident Management, Production Support, IT Service Management, or related fields with hands-on management of critical incidents.
Strong understanding and experience with ITIL/ITSM incident, problem, and change management processes.
Experience with SaaS, cloud platforms (AWS, Azure, or GCP), distributed systems, microservices, APIs, and observability tools like Grafana, Prometheus, Splunk, or equivalent.
Excellent communication skills for diverse stakeholder management including technical teams, leadership, and customers.
Experienced in managing complex, high-severity incidents in large-scale SaaS or enterprise cloud environments with cross-team stakeholder coordination.
Technical aptitude to analyze distributed systems, application failures, cloud infrastructure, and operational metrics for rapid troubleshooting and root cause identification.
Capable of operating effectively under pressure in a 24x7 incident response setting with a structured approach to incident escalation, communication, and continuous process improvement.