Incident Manager

We are seeking an experienced Incident Manager to lead the end-to-end management of production incidents across business-critical applications and platforms. The role owns the incident lifecycle from detection and triage through service restoration, root-cause identification, corrective action, and problem closure. The Incident Manager will coordinate SRE, Application Operations, Development, Cloud, Infrastructure, Network, Database, Security, and other resolver teams to improve Mean Time to Detect (MTTD), Mean Time to Acknowledge (MTTA), and Mean Time to Restore or Resolve (MTTR), while reducing incident recurrence., Own and drive production incidents end-to-end, from detection and initial triage through service restoration, root-cause analysis, corrective actions, and closure. * Lead Major Incident Management for high-priority incidents, including bridge initiation, resolver-team mobilization, prioritization, escalation, decision tracking, and recovery coordination.

• Ensure incidents are detected, acknowledged, assessed, triaged, and routed quickly based on service impact, severity, technical ownership, and business priority.
• Drive measurable improvement in MTTD, MTTA, and MTTR by identifying and eliminating delays in monitoring, alerting, triage, engagement, escalation, diagnosis, and restoration.
• Maintain focus on business impact and service restoration while ensuring technical teams remain aligned on the highest-priority recovery actions.
• Coordinate SRE, Application Operations, Development, Cloud, Infrastructure, Network, Database, Security, and other teams to diagnose and resolve complex production issues.
• Provide timely incident communications covering business impact, technical status, recovery actions, risks, dependencies, progress, and restoration status.
• Ensure service restoration is followed by Root Cause Analysis and Problem Management to identify and permanently address underlying technical or operational causes.
• Partner with engineering and platform teams to convert recurring incidents and known problems into permanent fixes, automation, self-healing, monitoring improvements, or architectural remediation.
• Track Problem Records, corrective actions, and preventive actions through closure, escalating overdue or ineffective remediation.
• Facilitate post-incident reviews for major and recurring incidents, documenting timelines, contributing factors, lessons learned, ownership, and due dates.
• Analyze incident trends to identify recurring failure patterns, high-incident services, response bottlenecks, monitoring gaps, and operational weaknesses.
• Work with observability teams to improve Splunk, Splunk Observability Cloud (Splunk O11Y), Grafana, and Prometheus dashboards, alerts, and service-health indicators.
• Identify opportunities to reduce incident volume through proactive monitoring, alert optimization, automation, self-healing, knowledge management, and problem elimination.
• Establish and report operational metrics covering MTTD, MTTA, MTTR, incident volume, recurrence, aging problems, RCA completion, and corrective-action closure.
• Maintain and improve incident-management playbooks, escalation matrices, communication templates, bridge procedures, severity definitions, and operational runbooks.
• Promote consistent Incident, Major Incident, Problem, Change, and Knowledge Management practices across delivery and engineering teams.

Work experience with telecom operators. * Strong experience in Production Incident Management and Major Incident Management within business-critical production environments.

• Strong stakeholder management and executive communication skills during high-severity production incidents.
• Proven ability to lead P1/P2 or Severity 1/2 incidents involving multiple applications, infrastructure, cloud, and engineering teams.
• Strong understanding of MTTD, MTTA, MTTR, service availability, incident recurrence, and operational reliability measures, with experience improving these outcomes.
• Strong knowledge of ITIL Incident Management, Major Incident Management, Problem Management, Change Management, and Knowledge Management practices.
• Experience driving Root Cause Analysis and ensuring corrective and preventive actions result in permanent resolution of underlying problems.
• Working knowledge of Splunk, Splunk Observability Cloud (Splunk O11Y), Grafana, and Prometheus for incident detection, triage, correlation, dashboards, and service monitoring.
• Experience with ITSM platforms such as ServiceNow, including Incident, Major Incident, Problem, Change, and Knowledge Management workflows.
• Ability to coordinate troubleshooting across applications, APIs, databases, middleware, cloud infrastructure, networks, containers, and distributed systems.
• Working knowledge of AWS, Microsoft Azure, or Google Cloud environments and modern production architecture concepts.
• Strong analytical ability to correlate alerts, logs, metrics, traces, infrastructure events, application failures, and recent production changes.
• Ability to use Claude or an equivalent enterprise-approved AI capability to accelerate incident summarization, analyze approved diagnostic information, identify patterns, generate troubleshooting hypotheses, and improve incident communications.
• Ability to remain composed under pressure, establish clear ownership, challenge stalled investigations, escalate appropriately, and drive teams toward recovery and permanent resolution.

Preferred Skills Work experience with mobile application support. * Experience managing incidents in 24x7 high-availability production environments.

• Experience with SRE operating models, including SLI/SLO management, error budgets, reliability engineering, observability, resiliency, and operational toil reduction.
• Familiarity with AIOps, event correlation, anomaly detection, automated triage, self-healing, and automated remediation.
• Experience developing incident analytics and operational dashboards for leadership and engineering teams.
• Understanding CI/CD, release management, Kubernetes, Docker, microservices, APIs, and cloud-native architectures.
• Relevant certifications such as ITIL, AWS, Azure, SRE, DevOps, or Splunk are preferred.

Top Skills Production Incident Management & Major Incident Management * ITIL, RCA, Problem Management, ServiceNow

• Splunk, Grafana, Prometheus, Cloud Platforms (AWS/Azure/GCP)

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation, information technology and services