Senior Technical Incident Manager
- Cerence AI
- 6 - 9 years
- Pune
- 3 months ago
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Job Description
A Moving Experience. Principal Duties and Responsibilities
- Provide oversight and strategic coordination of end-to-end service delivery across critical platforms and systems.
- Proactively identify service trends, recurring issues, and systemic failures, and lead efforts to drive permanent resolutions.
- Lead root cause analysis (RCA) and post-incident reviews with stakeholders, identifying patterns and continuous improvement opportunities.
- Mentor and guide junior team members in incident and problem resolution techniques, ensuring knowledge transfer and skills development.
- Act as the primary escalation point for complex incidents, owning resolution and customer communication at the senior level.
- Drive continuous improvement across monitoring, automation, and system reliability to reduce operational noise and increase system resiliency.
- Lead incident bridges and engage with engineering teams and senior stakeholders to ensure timely resolution and high-quality communications.
- Champion best practices in service management including SLAs/OLAs, change management, and problem management processes.
- Contribute to tooling strategy and capability enhancements for observability, incident management, and analytics.
- Own key relationships with cross-functional partners including DevOps, Cloud Engineering, and Product teams to ensure operational readiness and service alignment.
- Represent the team in technical leadership forums and contribute to operational strategy and planning.
- Ensure consistent shift readiness by reviewing and refining runbooks, escalation paths, and shift documentation.
- Promote a culture of quality by embedding service excellence in operational procedures, ensuring processes are optimized for consistency, performance, and reliability.
- Measure and track key quality indicators and ensure feedback loops are in place for ongoing improvement.
- Bachelor s degree or equivalent experience with 6 to 9 years in IT operations, site reliability, or service delivery within enterprise or SaaS environments.
- Deep understanding of Cloud architectures (Microsoft Azure, AWS, or GCP), infrastructure monitoring, and incident response.
- Demonstrated experience managing incidents in high-availability, high-throughput, mission-critical environments .
- Strong technical background with ability to lead troubleshooting across infrastructure, networking, application, and platform services.
- Advanced knowledge of monitoring, alerting, and observability tools (e.g., Grafana, Opsgenie, Datadog, Prometheus, etc.).
- Expert-level understanding of ITIL processes, particularly Incident, Problem, and Change Management.
- Experience conducting technical postmortems , producing RCA reports, and implementing service improvement plans.
- Proven ability to influence and collaborate with cross-functional technical teams and senior management.
- Strong leadership presence during high-impact events; comfortable leading conversations with engineering leaders and executive stakeholders.
- Demonstrated mentoring and coaching experience; ability to develop junior engineers and promote operational excellence culture.
- Strong focus on quality assurance within service delivery, with a commitment to maintaining high standards in documentation, execution, and outcomes.
- Excellent verbal and written communication skills with the ability to tailor messages to technical and non-technical audiences.
- Adaptability to evolving technologies and a strong drive to automate and improve existing processes.
- Willingness to participate in on-call rotation and provide senior-level support during critical incidents.
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All prospective and current Employees need to remain vigilant when it comes to executing security policies in the workplace. This includes:
- Following workplace security protocols and training programs to familiarize with the ways to maintain a safe workplace.
- Following security procedures to report any suspicious activity.
- Having respect for corporate security procedures to allow those procedures to be effective.
- Adhering to companys compliance and regulations.
- Encouraging to follow a zero tolerance for workplace violence.
- Basic knowledge of information security and data privacy requirements (e.g., how to protect data & how to be handling this data).
- Demonstrative knowledge of information security through internal training programs.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Practice Manager / HeadEmployement Type: Full timeContact Details:
Company: Cerence AILocation(s): Pune+ View Contact
Keyskills: Service management Automation Change management Manager Quality Assurance Networking Information security Troubleshooting Analytics Monitoring Automotive
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