Incident Manager
Job Summary
Job Description
The Incident Manager will be responsible for managing and resolving high-impact incidents efficiently. The role involves driving monthly SRM calls to ensure strong customer collaboration, performance tracking, and continuous service improvements. Responsibilities include acting as the central point of contact for major incidents, coordinating across multiple teams, leading Incident Response & Post-Mortem Analysis, maintaining the Incident Management Process, providing updates to stakeholders, conducting trend analysis, and leading SRM calls. The role requires 24/7 incident management coverage, working in EMEA and US shifts. In the first 30 days, the individual will learn about the company, product offerings, value proposition, and processes followed in Aryaka. The candidate will own the incident management process end to end.
Must have:
- 5+ years of experience in IT Service Management
- Strong knowledge of ITIL frameworks, with ITIL certification required.
- Experience in managing high-priority incidents and root cause analysis.
- Excellent communication and stakeholder management skills.
- Strong vendor and customer management experience.
Good to have:
- Proficiency in incident tracking tools (ServiceNow, Jira, etc.)
- Knowledge of SLA/KPI metrics and vendor/customer management best practices.
- Strong analytical skills to interpret data.
Perks:
- Work for a global, fast-growing SD-WAN innovator
- Be a part of a company culture that embraces diversity and inclusivity.
- Aryaka was named one of the INC. magazines best places to work for 2020
5 skills required
Job Details
Incident Manager
We are seeking a proactive and detail-oriented Incident Manager who will be responsible for managing and resolving high-impact incidents efficiently. In addition to core incident management duties, this role will also be responsible for driving monthly SRM calls to ensure strong customer collaboration, performance tracking, and continuous service improvements.
Key Responsibilities:
• Act as the central point of contact for all major incidents, ensuring timely resolution and minimizing business impact.
• Coordinate across multiple teams, including IT Operations, Development, Support, and Business Units, to drive effective incident resolution.
• Lead Incident Response & Post-Mortem Analysis, ensuring root cause identification and corrective actions are implemented.
• Maintain an up-to-date Incident Management Process, ensuring compliance with ITIL best practices.
• Provide regular updates and communication to stakeholders on incident status and resolution progress.
• Conduct trend analysis on recurring incidents to identify opportunities for proactive improvements.
• Lead and drive monthly SRM calls with key suppliers and customers, ensuring structured discussions around service performance, SLAs, and improvement opportunities.
• Monitor performance against agreed KPIs, identifying gaps and working to improve service delivery.
• Collaborate with procurement, contract management teams, and customer service teams to ensure agreements align with business needs.
• Maintain clear and transparent communication between internal teams, suppliers, and customers, addressing concerns and ensuring escalation management where necessary.
• Document and report SRM meeting outcomes, action items, and follow-ups to ensure accountability and progress tracking.
• Identify and implement continuous service improvement initiatives through supplier and customer collaboration.
• Work in EMEA and US shifts, ensuring 24/7 incident management coverage.
Key Skills & Qualifications:
• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.
• 5+ years of experience in IT Service Management, Incident Management, or Supplier/Customer Management roles.
• Strong knowledge of ITIL frameworks, with ITIL certification required.
• Experience in managing high-priority incidents, problem resolution, and root cause analysis.
• Excellent communication and stakeholder management skills, with the ability to liaise between technical and non-technical teams.
• Strong vendor and customer management experience, with exposure to Supplier and Customer Governance and Performance Reviews.
• Ability to work in a high-pressure environment and handle multiple priorities effectively.
• Proficiency in incident tracking tools (ServiceNow, Jira, etc.) and reporting dashboards.
• Willingness to work in rotational EMEA and US shifts to ensure incident management coverage.
• Knowledge of SLA/KPI metrics and vendor/customer management best practices.
• Strong analytical skills to interpret data and drive informed decision-making.
• Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.
• 5+ years of experience in IT Service Management, Incident Management, or Supplier/Customer Management roles.
• Strong knowledge of ITIL frameworks, with ITIL certification required.
• Experience in managing high-priority incidents, problem resolution, and root cause analysis.
• Excellent communication and stakeholder management skills, with the ability to liaise between technical and non-technical teams.
• Strong vendor and customer management experience, with exposure to Supplier and Customer Governance and Performance Reviews.
• Ability to work in a high-pressure environment and handle multiple priorities effectively.
• Proficiency in incident tracking tools (ServiceNow, Jira, etc.) and reporting dashboards.
• Willingness to work in rotational EMEA and US shifts to ensure incident management coverage.
• Knowledge of SLA/KPI metrics and vendor/customer management best practices.
• Strong analytical skills to interpret data and drive informed decision-making.
How will your lofty goals be translated into specific actions / short term goals –
• Within the first 30 days, you will learn about the company, product offerings, value proposition and processes followed in Aryaka.
• Own the incident management process end to end
• Within the first 30 days, you will learn about the company, product offerings, value proposition and processes followed in Aryaka.
• Own the incident management process end to end
What’s in it for you? (EVP – Employee Value Proposition) –
• Work for a global, fast-growing SD-WAN innovator
• Be a part of a company culture that embraces diversity and inclusivity.
• Aryaka was named one of the INC. magazines best places to work for 2020
Who are we
Aryaka is the leader in delivering Unified SASE as a Service, a fully integrated solution combining networking, security, and observability. Built for the demands of Generative AI as well as today’s multi-cloud hybrid world, Aryaka enables enterprises to transform their secure networking to deliver uncompromised performance, agility, simplicity, and security. Aryaka’s flexible delivery options empower businesses to choose their preferred approach for implementation and management. Hundreds of global enterprises, including several in the Fortune 100, depend on Aryaka for their secure networking solutions. For more on Aryaka, please visit www.aryaka.com.
Why Aryaka
We have won “Great Places to Work” World-Wide for 4 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees. We encourage our employees to expand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas. We have an amazing group of very respected “Thought Leaders” who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our “Women In Technology” Program and “Aryaka Cares” Program as well as others. Our Benefits are World-Class and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging.
Third-Party Agency Notice: Aryaka does not accept unsolicited resumes from 3rd party agencies. Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift, and no fee will be paid. All agencies must have a signed contract from Talent Acquisition management prior to any engagement.
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About The Company
Aryaka pioneered the concept of a cloud-first architecture for delivering SD-WAN, and also now SASE, as-a-service. We provide secure connectivity enabling organizations to work from anywhere in the world without compromising application performance through our patented, integrated technology and services. Recognized as a Gartner “Voice of the Customer” leader, we make it easy for enterprises to consume our network and network security solutions for migrating from legacy IT infrastructure to various, modern deployments. Our managed service offerings are best-in-class and a gold standard across the industry, serving hundreds of global enterprises, including several from the Fortune 100.
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