Role: Senior Engineer
Required Skills: Incident Management
Experience: 2 - 4 Years
Function: TECHNOLOGY
Apply By: 2026-12-20
We are looking for a Major Incident Manager to drive rapid restoration of business-critical, customer-facing applications during high-severity production disruptions. In this role, you will lead end-to-end incident command for P0/P1 outages across digital wallet, payments, commerce, and financial services platforms, partner
with engineering teams on Root Cause Analysis (RCA), and champion ITIL-aligned continuous service improvement.
Key Responsibilities
- Major Incident Command & Restoration
- Own and facilitate end-to-end Major Incident Management (MIM) processes for critical P0 and P1 production disruptions.
- Convene and drive cross-functional incident bridges and war rooms, coordinating engineering, infrastructure, product, and operations teams to achieve rapid service restoration and minimize MTTR.
- Act as the technical and operational escalation point, managing situational command until service stability is verified.
- Crisis Communication & Stakeholder Engagement
- Craft and deliver clear, timely, and actionable communications to senior leadership, technical teams, and business stakeholders during active outages.
- Manage operational escalation paths, providing transparent impact assessments, restoration ETAs, and technical status updates.
- Problem Management, RCA & PIR
- Lead structured Post-Incident Reviews (PIRs) and drive cross-team investigations to establish definitive Root Cause Analysis (RCA).
- Collaborate with engineering leads to define, track, and verify corrective and preventive action items (CAPA) to eliminate repeat failures.
- Maintain accurate incident records, runbooks, and operational knowledge repositories.
- Service Operations & Continuous Improvement
- Review operational metrics to identify trends, repeat incidents, and systemic weaknesses across platforms.
- Optimize incident management workflows, escalation thresholds, playbooks, and operational tooling across distributed support teams.
- Provide operational support and oversight for integrated platforms including Order Management Systems (OMS), MuleSoft integration layers, and APM tools like Dynatrace.
Generic Managerial Skills, If any
- Project Management certifications (PMP, CAPM, Prince2).
Salary Range: $100,000-$150,000 a year