Overview
On Site
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)
Skills
Amazon Web Services
Crisis Management
DevOps
Kubernetes
ITIL
Incident Management
Grafana
Continuous Integration
Environment Management
Change Request Management
Recovery
Reporting
Splunk
Team Leadership
Job Details
Job Title: Incident & Request Manager Non-Production Environments (Onsite) Location: Atlanta GA or Bellevue WA (3 to 5Days)
Must Have Skills
Skill 1 Yrs of Exp Incident Analysts
Skill 2 Yrs of Exp SRE
Skill 3 Yrs of Exp ITIL Incident
________________________________________
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.
Must Have Skills
Skill 1 Yrs of Exp Incident Analysts
Skill 2 Yrs of Exp SRE
Skill 3 Yrs of Exp ITIL Incident
________________________________________
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.
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