Incident Manager

Key Responsibilities
Team & Shift Leadership Manage a 24/7/365 structured support team overseeing
Shift Leads and guiding L0/L1 engineers through complex ticket triage SOP verification
and script execution. Ensure mandatory shift handovers are executed flawlessly to
preserve incident context.
Application Stability & RCA Serve as the ultimate escalation point for application-
specific stability issues across various systems driving deep-dive Root Cause Analysis
(RCA).
Incident & War Room Management Act as the primary liaison with enterprise Major
Incident Management (MIM) and Level 2 Product Support Engineering (PSE) teams
during critical P0/P1 infrastructure outages and War Room activations.
SLA Governance Ensure strict adherence to aggressive SLAs driving a First Call
Resolution (FCR) Customer Satisfaction (CSAT) and Sev 1 response times.
Agentic AI Collaboration (Maker-Checker) Collaborate with Virtusa's dedicated
GenAI Engineering Pod. Act as the human-in-the-loop validator to review approve and
authorize machine-executable scripts generated by the AI (Knowledge Scripting Service)
before they are deployed to production.
Continuous Improvement Identify toil high-frequency manual tasks and
undocumented "tribal knowledge" to feed into the AI transition pipeline for future
automation.

Must-Have Skills
Operational Leadership 7 years of experience leading shift-based IT operations
L0/L1 support teams and incident management.
Domain Expertise Deep understanding of logistics warehousing supply chain and e-
commerce delivery applications.

Core Technical Stack Hands-on proficiency in basic API execution SQL MySQL and
Oracle.
Scripting Knowledge Ability to read understand and troubleshoot scripts written in
Ruby Python Linux and Shell Scripting.
Observability & Telemetry Experience utilizing centralized monitoring log analysis
and APM tools such as Splunk Grafana and Cosmos.
ITSM Proficiency Strong expertise navigating complex ticketing and workflow routing in
enterprise ITSM platforms like BMC Remedy and ServiceNow.