Incident Manager

JSR Tech Consulting · Newark, New Jersey

FULL TIME

Job Description

NO THIRD PARTIES PLEASE

Incident Manager

Oversee the triage, investigation and resolution of production issues, ensuring timely communication and status updates

Manage incident response efforts, including documentation and root cause analysis and post-incident reviews to identify preventative actions

Establish clear escalation protocols and ensure adherence to serve level agreements (SLAs)

Coordinate resolution and follow ups with dependencies outside immediate team

Coordinate KTs between development teams and L1/L2 triage to establish runbooks and knowledge base

Coordinate with development, QA, and infrastructure teams to ensure seamless issue resolution and knowledge sharing

Foster a strong ownership mindset within the team, ensuring accountability for system health and stability

Monitoring and Alerting

Define and maintain effective monitoring solutions in partnership with development teams to proactively identify and address potential issues

Continuously improve observability by implementing dashboards, alerts and automated health checks in partnership with development teams

Process and Documentation

Develop and maintain detailed runbooks, SOPs and knowledge base articles to ensure consistent response procedures

Establish best practices for incident response, including communication templates and decision frameworks

Proven experience in a production support leadership role for client facing applications

Strong understanding of incident management frameworks

Proficiency in troubleshooting application, database, and infrastructure issues

Familiarity with monitoring tools such Dynatrace, Datadog , Splunk etc

Familiarity with incident management platforms such as ServiceNow

Ability to prioritize tasks effectively, and communicate technical concepts to non technical stakeholders

Excellent problem solving skills and a calm, solution-focused approach under pressure

Familiarity with CI/CD pipelines and release management processes

Send resumes to jvale@jsrtechconsulting.com