Incident Manager

The Incident Manager is responsible for overseeing the end-to-end management of incidents impacting cloud and infrastructure services, including AWS, Azure, and OCI environments.

This role ensures rapid restoration of services, effective communication with stakeholders, and continuous improvement through post-incident analysis.

Responsibilities:

• Own and manage the full incident lifecycle from detection to closure.
• Act as the central command point during major (P1/P2) incidents.
• Coordinate cross-functional teams including cloud, network and Infrastructure teams as well as CSMs.
• Ensure timely incident triage, escalation, and resolution.
• Lead incident bridges, war rooms, and crisis calls.
• Ensure accurate and timely communication to stakeholders and leadership.
• Track incidents against SLAs and ensure compliance with operational targets.
• Drive root cause analysis (RCA) and post-incident reviews (PIRs).
• Identify recurring issues and recommend preventive and corrective actions.
• Maintain and improve incident management processes, playbooks, and runbooks.
• Ensure proper documentation and ticket updates in ITSM tools.
• Support audits, reporting, and service improvement initiatives.

Our Culture & Code of Conduct:

At ZainTECH, we take pride in a culture built on collaboration, innovation, and uncompromising integrity. We are looking fo