Incident & Request Manager - Non-Production Environments (Onsite)

Atlanta, GA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

The job posting is outdated and position may be filled

Job Summary

Job Title: Incident & Request Manager

Location: Atlanta GA or Bellevue WA Locals Only

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
Work with SREs and DevOps teams to automate incident detection rollback and recovery.
Integrate observability tools (Splunk Prometheus Grafana) into proactive monitoring. Stakeholder Communication
Provide timely updates during incidents and delays in request fulfilment.
Publish regular reports on incident trends RCA outcomes and SLA adherence.
Maintain trust with project/product delivery teams by ensuring transparent communication.

Required Skills & Experience

8-10 years in 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

Job Title: Incident & Request Manager Location: Atlanta GA or Bellevue WA Locals Only 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 projec...

Job Title: Incident & Request Manager

Location: Atlanta GA or Bellevue WA Locals Only

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
Work with SREs and DevOps teams to automate incident detection rollback and recovery.
Integrate observability tools (Splunk Prometheus Grafana) into proactive monitoring. Stakeholder Communication
Provide timely updates during incidents and delays in request fulfilment.
Publish regular reports on incident trends RCA outcomes and SLA adherence.
Maintain trust with project/product delivery teams by ensuring transparent communication.

Required Skills & Experience

8-10 years in 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