Incident Manager, Digital Operations Center

About the Role:

We are seeking a highly skilled engineer for our Digital Operations Center (DOC) team. The ideal candidate has extensive experience managing end-to-end incident lifecycles, including monitoring, detection, resolution and communication in a 24/7/365 DOC environment. This role is critical for ensuring the stability, performance and reliability of our IT network and product services. The DOC, IT and product teams operate globally, requiring collaboration across regions and shift handoffs.

What You’ll Do:

• Proactive Monitoring: Utilize a suite of internal dashboards to monitor key indicators such as support ticket volumes, IT infrastructure performance, and product/sensor health metrics. Your vigilance will help identify potential issues before they impact operations. 

• Incident Detection and Escalation: Swiftly identify and validate anomalies or incidents, determining whether they are indicative of underlying issues or expected behavior. Routinely handle Medium to High impact issues. Collaborate with site reliability engineering teams to accurately assess and escalate complex or critical incidents to Sr. DOC Analysts.

• Team Coordination: Act as central point of contact for technology incidents. Use tools such as Pager Duty and Alert Media to escalate issues to the relevant teams, ensuring that incidents are addressed in a timely and efficient manner.

• Communication: Maintain clear and effective communication with internal stakeholders, providing updates on ongoing incidents and their resolutions. Ensure that all relevant parties are informed of potential impacts and necessary actions. May require communication to executive-level stakeholders in collaboration with Incident Commander or Sr. DOC Analysts.

• Documentation and Reporting: Keep detailed records of incidents, actions taken, and resolutions. Contribute to post-incident reviews and continuous improvement initiatives by providing insights and recommendations based on incident data.

• Shift Management: Work in a rotational shift pattern to provide 24/7 coverage, including nights, weekends, and holidays, as part of the global "Follow the Sun" model. Ensure a smooth handover between shifts to maintain continuous monitoring and response capabilities.

• Continuous Improvement: Primary focus will be on executing established processes and procedures; however, you will be asked to actively participate in the refinement of monitoring tools, processes, and protocols to enhance the effectiveness of the Digital Operations Center. Provide feedback to engineering teams on monitoring data and dashboard performance and usability.

What You’ll Need:

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related field. Equivalent work experience will be considered.

• Minimum of 6 years of experience in Digital Operations Center (DOC) or similar environment like NOC or IT Operations.

• Proven experience with maintaining a common operating picture with existing monitoring tools and situational awareness dashboards.

• Strong understanding of network protocols, systems, and infrastructure.

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills.

• Ability to work effectively under pressure and manage multiple priorities.

• Proficiency in scripting languages (e.g., Python, Bash), AI Ops is a plus.

• Familiarity with ITIL practices and frameworks is desirable.

• Familiarity with incident command system (ICS) principles and best practices in the technology industry

• Relevant certifications such as CCNA, CCNP, or equivalent are preferred.

• ITIL

• This position may require shift work to ensure 24/7 coverage of the DOC.

• Ability to work in a high-stress, fast-paced environment.

Work Location : Pune (Onsite)

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