Incident Manager

Hexaware Technologies

About the Role

• Manage incidents to resolution in a 24/7/365 environment using Hexaware Technologies' incident management processes.
• Act as the command centre for all critical incidents.
• Prevent, contain, and minimize the duration of production incidents to reduce business impact.
• Support various efforts related to operational improvements.
• Manage efforts to maintain applications in production, including troubleshooting outages, repairing defects, documenting application performance, and coordinating with technology infrastructure management.
• Participate in on-call rotations and maintain flexibility to work various shifts as required.

Key Responsibilities

• Guide incident and triage calls from a technical perspective.
• Share technical details obtained from monitoring tools and dashboards to aid troubleshooting.
• Outline details of resolution activities.
• Recommend and implement improved processes.
• Provide timely status updates to stakeholders.
• Assist with postmortem related activities.
• Provide expert-level incident management support for response, triage, and impact mitigation of technology incidents.
• Lead the resolution of high-priority and complex incidents.
• Prioritize recovery actions to minimize business impact and operational disruption.
• Utilize all available tools to identify root causes and drive rapid resolution through permanent fixes or workarounds.
• Troubleshoot incidents and quickly identify root causes using operations analytics, wire data analytics, application performance management, and event correlation monitoring tools.
• Act as the primary point of contact for management and stakeholders during business-impacting incidents.
• Partner with the Correction of Errors (COE) team to drive root cause analysis, lessons learned, and implementation of enhancements for all major incidents.
• Collaborate with cross-functional teams to enhance proactive monitoring, observability tools, and operational processes.
• Provide reporting and analysis on incident trends and business impacts, including metrics such as MTTR (Mean Time to Resolution) and MTTD (Mean Time to Detect).
• Provide enhancement recommendations based on incident trends and present findings to management for prioritization and implementation. Lead approved improvement initiatives.
• Ensure appropriate functional and management escalation occurs according to established standards and procedures.
• Influence technical teams during incident response calls and effectively articulate troubleshooting strategies and next steps.
• Lead technical follow-up discussions for critical incidents.
• Recommend continuous improvement opportunities and lead implementation efforts.
• Assist with the creation and maintenance of Root Cause Analysis (RCA) and Correction of Errors (COE) documentation and ensure data quality for all major incidents.
• Follow up on items that may negatively impact production operations, support postmortem activities, and contribute to operational excellence initiatives.
• Implement new and improved processes, process changes, reporting solutions, and other operational enhancements based on management recommendations.

Requirements & Tech Stack

• Incident Management Processes
• 24/7/365 environment
• Monitoring tools and dashboards
• Operations analytics
• Wire data analytics
• Application performance management
• Event correlation monitoring tools
• Correction of Errors (COE)
• Proactive monitoring
• Observability tools
• MTTR (Mean Time to Resolution)
• MTTD (Mean Time to Detect)
• Root Cause Analysis (RCA)
• Web applications
• Databases
• Storage systems
• AWS
• UNIX/Linux
• DNS
• LDAP
• SSL
• SMTP
• FTP

Qualifications

• Perform data analysis across multiple application protocols and technologies.
• Influence technical teams during incident response calls and effectively communicate troubleshooting approaches.
• Lead required technical follow-up calls for critical incidents and track action items to closure.
• Ensure proper functional and management escalation processes are followed according to organizational standards.