Production Support Incident Manager

Role Overview: As the Incident Manager, you will be responsible for owning end-to-end incident management. Your role will involve leading the detection, triage, impact assessment, prioritization, and resolution of production incidents within agreed SLAs and OLAs. You will also coordinate major incident handling, acting as the primary point of contact during high severity incidents. Additionally, you will be required to execute ITIL ITSM processes, perform root cause analysis, contribute to service stability and continuous improvement, collaborate with engineering and operations teams, optimize monitoring and alert systems, manage knowledge, assess risks and changes, and provide mentoring and guidance to junior team members. Key Responsibilities: - Own end-to-end incident management, including detection, triage, impact assessment, prioritization, and resolution of production incidents within agreed SLAs and OLAs. - Coordinate major incident handling, acting as the primary point of contact during high severity incidents. - Execute ITIL ITSM processes for incident, problem, and change management, ensuring adherence to organizational standards and governance. - Conduct root cause analysis, document root causes, and define corrective and preventive actions to avoid recurrence. - Identify recurring issues and operational gaps, propose process and tooling improvements, and contribute to reliability and performance enhancements. - Work closely with development, infrastructure, and QA teams to understand system behavior, dependencies, and release impacts on production. - Review alerts, refine thresholds, and help optimize monitoring dashboards to reduce noise and improve early detection of issues. - Create and maintain runbooks, standard operating procedures, and knowledge base articles to improve first-time right resolutions and reduce MTTR. - Participate in change advisory processes, assess production risks, and ensure appropriate validations and rollback plans are in place. - Support junior team members in incident handling best practices, communication, and adherence to ITSM processes. Qualifications Required: - Bachelor's degree in Engineering, preferably B.Tech or equivalent in Computer Science, Information Technology, or related field. - 8-15 years of hands-on experience in production support and incident management in enterprise or large-scale environments. Additional Details: The company is looking for candidates with good to have skills in ServiceNow, BMC Remedy, Problem Management, Change Management, Monitoring, and Alerting Tools. Preferred skills include knowledge in Infrastructure Security, Security Incident and Event Management (SIEM), Maintenance and Production Support processes, and familiarity with Finacle Product Support processes. The ideal candidate should also possess project management fundamentals, project lifecycles knowledge, programming language skills, architecture frameworks understanding, and proficiency in technology performance engineering. Role Overview: As the Incident Manager, you will be responsible for owning end-to-end incident management. Your role will involve leading the detection, triage, impact assessment, prioritization, and resolution of production incidents within agreed SLAs and OLAs. You will also coordinate major incident handling, acting as the primary point of contact during high severity incidents. Additionally, you will be required to execute ITIL ITSM processes, perform root cause analysis, contribute to service stability and continuous improvement, collaborate with engineering and operations teams, optimize monitoring and alert systems, manage knowledge, assess risks and changes, and provide mentoring and guidance to junior team members. Key Responsibilities: - Own end-to-end incident management, including detection, triage, impact assessment, prioritization, and resolution of production incidents within agreed SLAs and OLAs. - Coordinate major incident handling, acting as the primary point of contact during high severity incidents. - Execute ITIL ITSM processes for incident, problem, and change management, ensuring adherence to organizational standards and governance. - Conduct root cause analysis, document root causes, and define corrective and preventive actions to avoid recurrence. - Identify recurring issues and operational gaps, propose process and tooling improvements, and contribute to reliability and performance enhancements. - Work closely with development, infrastructure, and QA teams to understand system behavior, dependencies, and release impacts on production. - Review alerts, refine thresholds, and help optimize monitoring dashboards to reduce noise and improve early detection of issues. - Create and maintain runbooks, standard operating procedures, and knowledge base articles to improve first-time right resolutions and reduce MTTR. - Participate in change advisory processes, assess production risks, and ensure appropriate validations and roll