Shift Lead, Incident Manager IV

Summary

Join our Global Operations team as a passionate Incident Manager to lead and coordinate the resolution of critical incidents, ensuring minimal business impact. Serve as front-line leadership during Major Incidents, communicating technical concepts and status to leadership and customers. Confidently run cross-functional war rooms, both in writing and on audio/visual calls. A successful candidate will possess an understanding of basic Infrastructure knowledge and an aptitude for learning new technologies. This role requires strong multitasking skills and the ability to remain calm during major incidents. The position is a Service Operations Manager IV, working the APAC shift (5:00 am IST – 2:00 pm IST) Wednesday to Sunday, with a WFH/Hybrid location option.

Requirements

• 10+ years of experience in IT Operations/Incident Management, preferably in a global support environment
• Strong leadership skills with the ability to manage teams in high-pressure situations
• Excellent communication and stakeholder management skills
• Hands-on experience with ITSM tools (e.g., ServiceNow, PagerDuty, Jira)
• Good understanding of ITIL framework (ITIL Foundation certification preferred)
• Technical awareness of infrastructure (servers, networks, cloud) and enterprise applications
• Experience working in 24x7 environments and on-call availability

Responsibilities

• Manage, assign, communicate, and escalate the incident response during a major incident
• Oversee the incident management process and help drive the investigation in resolving the incident by performing the role of an incident commander
• Lead incident bridge calls and coordinate technical teams to drive swift resolution
• Ensure timely incident logging, classification, investigation, escalation, and closure
• Maintain real-time documentation of incident progression and updates to stakeholders
• Communicate with upper management during major production incidents
• Assist and collaborate with the service management team members by prioritizing workloads and re-scheduling non-urgent tasks
• Drive post-incident reviews (CIRs) and RCA activities to identify root causes and preventive actions
• Lead the shift team and assign responsibilities to on-duty engineers
• Ensure shift handovers are thorough and well-documented
• Provide support and guidance to teams for ticket triage and prioritization
• Monitor shift performance, SLAs, and ticket queues
• Serve as the decision-maker during critical incidents when senior leadership is not available
• Provide regular updates to SLT and impacted stakeholders during major incidents and address their queries
• Send timely notifications and incident summaries as per communication guidelines
• Coordinate with cross-functional teams and vendors