Incident Manager
WPP (company site, opens in a new tab)3+ yrsOn-siteDirect career pageEst. 10–18 LPA
Posted 6h ago
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Job description
Structured overview of role & requirements
About This Role
- Own full incident lifecycle for P1 and P2 incidents including detection, coordination, resolution, and post-incident review ensuring platform stability and SLA compliance.
- Design, build, and continuously improve automated incident management workflows integrating Jira, Confluence, Statuspage, Intercom, Zendesk, Slack, Microsoft Teams, and WhatsApp for seamless response.
- Serve as primary war room coordinator during major incidents driving rapid resolution and clear communication with technical teams and stakeholders.
Minimum Requirements
- Minimum 3+ years hands-on incident management experience in enterprise SaaS or digital platform environments handling P1/P2 incidents end-to-end.
- Advanced skills in Jira/Jira Service Management automation, Confluence automation, Statuspage configuration, Slack and Teams incident workflows, Intercom and Zendesk automation.
- Experience integrating monitoring tools like Datadog or PagerDuty with communication platforms through APIs or webhooks.
- Work Experience Required: Minimum 3+ years incident management in related environment. Notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced operating in complex, multi-tool SaaS environments with strong technical automation and incident workflow development skills.
- Proven ability to manage high-pressure incident resolution with clear, jargon-free communication to technical and non-technical audiences including senior leadership.
- Strategic focus on continuous process, automation improvement and root cause prevention in rapid scaling platform settings.