SRM Technologies

Technical Incident Manager

Posted 7 Days Ago

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Chennai, Tamil Nadu, IND

In-Office

Mid level

Information Technology

The Role

Manage technical incidents across 24/7 rotating shifts, serving as Incident Commander for severity 1–4 events. Coordinate triage, communications, escalation, resolution, postmortems, and corrective actions. Maintain incident playbooks, lead readiness exercises and on-call debriefs, report metrics such as MTTR, and support change-management governance. The role requires calm decision-making, strong communication, structured incident management, and cross-functional coordination.

Summary Generated by Built In

Reorting to: Reliability Officer / VP Engineering Schedule: Rotating 4-day on / 3-day off shift, 32 hrs/week, part of 24/7 coverage across three 8-hour shifts

What You'll Do ● Serve as Incident Commander for Sev 1–4 incidents, owning coordination, communication, and resolution from declaration to closure. ● Perform initial triage — gather basic diagnostics, follow runbooks — then escalate to the right owner with a clear summary of findings and impact. ● Own the incident retro process: scheduling, facilitating blameless postmortems, and driving action items to closure. ● Debrief with engineering teams each shift to capture lessons learned and flag process gaps. ● Create and maintain incident playbooks with SMEs, keeping documentation current. ● Lead monthly dry runs and readiness exercises across teams. ● Facilitate weekly on-call debriefs to surface pain points and track improvement tickets. ● Report incident metrics (MTTR, retro completion time) to leadership on a regular cadence. ● Support operational governance, including change management reviews.

What You Bring ● Experience leading incident response as an Incident Commander or Major Incident Manager during high-severity outages. ● Strong composure and decision-making under pressure, able to direct SMEs without being the deepest technical expert. ● Excellent communication skills, translating technical situations for engineers and executives alike. ● Experience running structured postmortems or root-cause analysis. ● Strong organizational skills to track multiple action items and deadlines. ● Ability to follow documented playbooks and exercise judgement regarding the need for escalation. ● Experience with Jira/Confluence for incident tracking and documentation. ● Ability to work rotating shifts, including nights/weekends.

Preferred Qualifications ● Background in IT service management, operations, or program management. ● Familiarity with basic monitoring/dashboard concepts. ● Experience facilitating cross-functional meetings or change initiatives. ● Data analysis or reporting experience for leadership updates. ● ITIL certification or equivalent incident/problem management training.

Skills Required

Experience leading incident response as an Incident Commander or Major Incident Manager during high-severity outages
Composure and sound decision-making under pressure
Ability to direct subject-matter experts without being the deepest technical expert
Excellent communication skills for technical and executive audiences
Experience running structured postmortems or root-cause analysis
Strong organizational skills for tracking action items and deadlines
Ability to follow playbooks and exercise escalation judgment
Experience with Jira and Confluence for incident tracking and documentation
Ability to work rotating shifts, including nights and weekends
Background in IT service management, operations, or program management
Familiarity with basic monitoring and dashboard concepts
Experience facilitating cross-functional meetings or change initiatives
Data analysis or reporting experience for leadership updates
ITIL certification or equivalent incident/problem management training

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The Company

HQ: Chennai

1,396 Employees

Year Founded: 1998

What We Do

SRM Technologies is a global IT services company specialising in automotive technologies, digital transformation and product engineering services. We provide technology consulting, platform development, data analytics, artificial intelligence, cloud enablement, digital infrastructure, quality assurance, embedded software and design to manufacturing product solutions to various industries and enterprises across the North America, Japan, Europe and India. At the heart of our organization are passionate employees who embody our core belief - 'ideas@work.' We firmly believe that ideas and innovation truly matter only when they create a meaningful impact on our customers' businesses and the lives of their end customers. Therefore, we prioritize the practical application of these ideas and their transformative impact through our talented and ever-growing workforce. 𝘚𝘙𝘔 𝘛𝘦𝘤𝘩 𝘪𝘴 𝘢 𝘱𝘳𝘰𝘶𝘥 𝘮𝘦𝘮𝘣𝘦𝘳 𝘰𝘧 𝘵𝘩𝘦 𝘚𝘙𝘔 𝘎𝘳𝘰𝘶𝘱, 𝘢 𝘮𝘶𝘭𝘵𝘪𝘯𝘢𝘵𝘪𝘰𝘯𝘢𝘭 𝘤𝘰𝘯𝘨𝘭𝘰𝘮𝘦𝘳𝘢𝘵𝘦 𝘸𝘪𝘵𝘩 𝘢 𝘳𝘪𝘤𝘩 𝘩𝘪𝘴𝘵𝘰𝘳𝘺 𝘴𝘱𝘢𝘯𝘯𝘪𝘯𝘨 𝘰𝘷𝘦𝘳 𝘧𝘰𝘶𝘳 𝘥𝘦𝘤𝘢𝘥𝘦𝘴. 𝘛𝘩𝘦 𝘚𝘙𝘔 𝘎𝘳𝘰𝘶𝘱 𝘰𝘱𝘦𝘳𝘢𝘵𝘦𝘴 𝘪𝘯 𝘥𝘪𝘷𝘦𝘳𝘴𝘦 𝘴𝘦𝘤𝘵𝘰𝘳𝘴, 𝘪𝘯𝘤𝘭𝘶𝘥𝘪𝘯𝘨 𝘌𝘥𝘶𝘤𝘢𝘵𝘪𝘰𝘯, 𝘛𝘦𝘤𝘩𝘯𝘰𝘭𝘰𝘨𝘺, 𝘏𝘦𝘢𝘭𝘵𝘩𝘤𝘢𝘳𝘦, 𝘢𝘯𝘥 𝘔𝘦𝘥𝘪𝘢