Incident & Request Manager

Description

Location:Onsite

Role Overview

The Incident & Request Manager leads the incident response and request management function for all non-production environments (Dev, QA, UAT, Performance).

Acting as the escalation point for project/product delivery teams, this role ensures incidents are resolved quickly, requests are fulfilled efficiently, and learnings are embedded into continuous improvement. The Incident Manager directly manages a team of Incident Analysts and SREs, partners with DevOps teams to automate detection and response, and works closely with Environment and Change Managers to reduce recurrence of issues.

Key Responsibilities

Incident Management

• Own the incident lifecycle: detection, triage, response, resolution, and closure.
• Act as the primary escalation point for project/product delivery teams during NPE incidents.
• Lead war rooms for critical incidents, coordinating with technical and delivery stakeholders.
• Ensure timely escalation to Environment, Change, DevOps, Infra, and Security teams when required.
• Track and improve incident SLAs (MTTR, MTTD, availability SLOs).

Request Management

• Own request fulfilment for project/product delivery teams (e.g., access, entitlements, environment service requests).
• Standardize and automate common request types in collaboration with Intake and DevOps teams.
• Ensure requests are logged, prioritized, and fulfilled within SLA.
• Provide transparency to stakeholders on request status.

Team Leadership

• Manage and mentor Incident Analysts and SREs.
• Ensure follow-the-sun coverage via offshore/onshore teams.
• Build a culture of blameless incident management, automation-first practices, and continuous learning.

Governance & RCA

• Ensure all incidents have documented Root Cause Analysis (RCA).
• Track corrective and preventive actions, and feed them into Change and Environment management processes.
• Provide trend reporting and insights to leadership.

SRE & DevOps Alignment

Stakeholder Communication

Required Skills & Experience

• Incident Management, Service Operations, or SRE leadership.
• Experience managing Incident Analysts and SRE teams.
• Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools (Splunk, Prometheus, Grafana).
• Deep understanding of ITIL Incident, Problem, and Request Management processes.
• Excellent crisis management, communication, and stakeholder engagement skills.