Incident Manager
Hexaware Technologies
Alpharetta, GAFresher3h agovia LinkedIn
About the Role
Role: Incident Manager
Location: Alpharetta, GA (Onsite, 5 Days)
Hire Type: FTE
Description
This role manages incidents to resolution in a 24/7/365 environment using Hexaware Technologies' incident management processes. The Incident Manager will guide incident and triage calls from a technical perspective, share technical details from monitoring tools and dashboards, outline resolution activities, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem activities, and support operational improvement efforts. This role also manages efforts to maintain applications in production, including troubleshooting outages, repairing defects, documenting application performance, and coordinating with technology infrastructure management.
Key Responsibilities
- Provide expert-level incident management support for response, triage, and impact mitigation of technology incidents.
- Act as the command center for all critical incidents, with the primary objective to prevent, contain, and minimize the duration of production incidents.
- Lead the resolution of high-priority and complex incidents, prioritizing recovery actions to minimize business impact and operational disruption.
- 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, leading 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.
- Perform data analysis across multiple application protocols and technologies.
- Lead required technical follow-up calls for critical incidents and track action items to closure.
- 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.
- Ensure proper functional and management escalation processes are followed according to organizational standards.
- 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.
- Participate in on-call rotations and maintain flexibility to work various shifts as required.
Requirements & Tech Stack
- 24/7/365 environment incident management
- Experience with Hexaware Technologies' incident management processes
- Proficiency with monitoring tools and dashboards
- Experience with operations analytics, wire data analytics, application performance management, and event correlation monitoring tools
- Experience with AWS, UNIX/Linux, DNS, LDAP, SSL, SMTP, and FTP
Qualifications
- Experience managing applications in production
- Experience troubleshooting outages
- Experience repairing defects
- Experience documenting application performance
- Experience coordinating with technology infrastructure management
- Experience with Root Cause Analysis (RCA) and Correction of Errors (COE) documentation
- Experience recommending continuous improvement opportunities
- Experience implementing new and improved processes
- Experience participating in on-call rotations