Incident Manager – Production Operations

ChabezTech LLC seeks an Incident Manager to oversee critical production incidents in a telecom operations and production support environment. The role coordinates technical teams, drives root-cause analysis and service restoration, and ensures SLA compliance and continuous improvement.

Responsibilities:

• Manage the end-to-end incident lifecycle, from detection and triage through resolution and closure
• Lead Major Incident Management activities for critical P1/P2 incidents
• Coordinate with application support, infrastructure, network, cloud, database, development, and SRE teams to resolve production issues
• Drive root-cause analysis (RCA) and ensure corrective and preventive actions are implemented
• Monitor incident trends and identify opportunities to reduce recurring issues and improve service availability
• Manage incident escalations and provide timely status updates to customers, management, and stakeholders
• Track incident metrics, including MTTR, incident volume, SLA compliance, and recurring issues
• Maintain incident management procedures, escalation matrices, operational documentation, and support runbooks
• Collaborate with Problem Management, Change Management, and Knowledge Management teams to improve operational efficiency
• Identify opportunities for automation and continuous improvement in production support processes

Requirements:

• Minimum 8 years of relevant IT/production support experience
• Mandatory telecom domain experience, preferably with telecom operators
• Strong experience in Production Incident Management and Major Incident Management
• Experience managing critical incidents, escalations, and cross-functional resolver teams
• Hands-on experience with ServiceNow or a similar ITSM platform
• Strong knowledge of ITIL Incident Management and Problem Management processes
• Experience in root-cause analysis, SLA management, and incident reporting
• Excellent communication, stakeholder management, and problem-solving skills
• Experience supporting mobile applications
• Knowledge of monitoring and observability tools such as Splunk, Grafana, and Prometheus
• Familiarity with AWS, Microsoft Azure, or other cloud environments
• Understanding of Site Reliability Engineering (SRE), DevOps, and production reliability practices
• Experience with automation, incident trend analysis, and service improvement initiatives
• ITIL
• AWS or Microsoft Azure
• SRE or DevOps
• Splunk