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Incident Manager (Technical Expertise on IT Infrastructure, SRE)
Bengaluru, Karnataka, IndiaJob Summary
The Incident Manager is responsible for managing the lifecycle of all incidents, ensuring that they are resolved efficiently and effectively to minimize impact on business operations. This role involves coordinating with various teams to restore normal service operation as quickly as possible and maintaining high levels of service quality and availability.
Job Requirements
• Incident Response: Lead the on-call team in responding to incidents, ensuring timely resolution and minimal impact on business operations.
• Communication: Maintain clear and effective communication with stakeholders, including senior management, during and after incidents. This role with require coordination with several cross-functional & organizational teams. Effective communication is essential to facilitate discussions tailored to the audience.
• Documentation: Document all incidents, including their causes, impacts, and resolutions, to improve future incident management processes.
• Root Cause Analysis: Conduct thorough root cause analyses to identify underlying issues and implement corrective actions.
• Process Improvement: Continuously improve incident management processes and protocols to enhance efficiency and effectiveness.
• Training: Provide training and guidance to team members on incident management best practices and procedures.
Preferred Skills
• Experience with handling incident management.
• Experience with risk management and mitigation strategies.
• Knowledge of IT service management software (e.g., Jira, ServiceNow).
• Familiarity with SDLC process and agile/scrum methodologies.
• Exposure to SRE/DevOps practices will be a plus.
Key Competencies
• Leadership: Ability to lead and coordinate a team effectively.
• Technical Expertise: Strong understanding of IT systems and infrastructure.
• Crisis Management: Ability to remain calm and make decisions quickly in high-stress situations.
• Leadership: Ability to lead and coordinate a team effectively.
• Technical Expertise: Strong understanding of IT systems and infrastructure.
• Crisis Management: Ability to remain calm and make decisions quickly in high-stress situations.
Education
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 3 years of experience in IT service management or a similar role.
• Certifications: Familiarity with ITIL or other incident management frameworks is a plus.
• Skills: Strong problem-solving, analytical, and communication skills. Ability to work under pressure and manage multiple incidents simultaneously.
Equal Opportunity Employer:
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.
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Why NetApp?
We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.
We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.
If you want to help us build knowledge and solve big problems, let's talk.
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Equal Opportunity Employer*
NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status and any other protected classification. We pledge to take every reasonable step to ensure that our applicants and employees are respected, treated fairly and with dignity. See the EEO poster, Know your rights poster, and NetApp EEO policy. NetApp makes reasonable accommodations, consistent with applicable laws, for religious purposes and for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions unless undue hardship would result.
State-specific postings/notices to applicants regarding contract compliance can be found here in English and here in Spanish, and fair employment practice information can be found here.
Reasonable accommodation
If you are an applicant with a physical or mental disability requiring an accommodation, or you require a religious accommodation for any part of our application process, please email gdib@netapp.com. Each request for reasonable accommodation will be considered on a case-by-case basis, consistent with applicable laws and regulations. Please note, this email address is only for accommodation requests; we do not accept unsolicited resumes.
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We care about your privacy and therefore ask that you read our Applicant Privacy Policy (PDF) before you submit any personal information to us.
NetApp may use an automated employment evaluation tool or similar tool as one of several tools, actions, and/or steps to assist with NetApp’s review of candidate applications for various hiring needs. Currently, when addressing certain hiring needs, NetApp uses the Eightfold tool which can provide an initial ranking of a candidate’s skills and experience, based on information provided by the applicant in the application and/or supporting documentation, in comparison to the NetApp designated key requirements of a specific role. Additionally, the tool may be used to help review and /or rank internal employees seeking promotion or other internal mobility.
An independent audit of the Eightfold Matching Model tool can be found at https://eightfold.ai/nyc-eightfoldmatching-model.
Candidates may request an alternative selection process which will not be subject to the Eightfold matching tool or to any electronic automated employment evaluation by contacting NetApp at careers@netapp.com. To bypass the Eightfold matching tool or any electronic automated employment evaluation, you must include a resume and job ID with your email to careers@netapp.com and you must include in the subject line of your email: Data Privacy Request. Candidates who have questions or want to request additional information on the source of data, type of data, and/or collection of data related to the candidate review process should contact NetApp at careers@netapp.com
*Applies to applicants for employment in the United States.