Associate - Project Manager
About the Role
We are looking for Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews. The role requires strong analytical thinking, composure under pressure, and excellent communication skills to manage critical incidents effectively.
Key Skills for This Role
Full Job Posting
Responsibilities
- Own the end-to-end lifecycle of all major P1 and P2 incidents within our 16x7 shift window, ensuring response and resolution milestones strictly adhere to corporate SLAs.
- Root Cause Analysis: Drive rapid technical triage by analyzing telemetry data, system metrics, monitors and logs to isolate the root cause of complex infrastructure and application failures.
- Data-Driven Troubleshooting: Proven ability to quickly interpret telemetry data, consumer lags, and pipeline bottlenecks under high-pressure scenarios to guide engineering teams toward a fix.
- Anomaly Mitigation: Actively monitor for performance anomalies, queue lags, and throughput drops to proactively mitigate downstream service degradation.
- Tool Proficiency: Experience with observability and monitoring platforms such as Datadog, Grafana
- Assertive Communication & Stakeholder Alignment
- Maintain clear, concise, and assertive communication under pressure, cutting through technical noise to extract actionable statuses.
- Formulate and broadcast timely business-focused impact statements and progress metrics to executive leadership and client-facing teams.
- Isolate technical internal chat channels from high-level notification streams to keep critical updates data-rich and highly orderly.
- Post-Incident Evolution & Continuous Improvement
- Perform rigorous Root Cause Analysis (RCA) once an incident is safely stood down. Facilitate and contribute to blameless Post-Incident Reviews (PIR) to track down systematic process or system vulnerabilities.
- Actively isolate operational bottlenecks and optimize playbooks to continuously improve Mean Time to Mitigate (MTTM) across critical systems
- Maintain structured handoffs between regions (EMEA & APAC)
Qualifications
- Experience in SRE / Incident Management / Production Support
- Strong communication & negotiation skills (must-have)
- Ability to manage high-pressure situations confidently
- Strong problem-solving and analytical mindset
- Technical knowledge on task execution.
- Good eye for details and understanding of workflows
- Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
- Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
- Strong focus on minimizing service downtime across environments
- Hands-on experience supporting both on-premises (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
- Solid understanding of networking concepts and system architecture
- Understanding incident impact and skills to analyze and take decisions based on them.
- Good understanding of Service now, PagerDuty, JIRA, Databricks, Github actions and basics of Docker and Kubernetes.
- Understanding monitoring systems and able to troubleshoot the root cause of issue.
Technical Skills:
- Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
- Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
- Strong focus on minimizing service downtime across environments
- Hands-on experience supporting both on-premises (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
- Solid understanding of networking concepts and system architecture
- Understanding incident impact and skills to analyze and take decisions based on them.
- Good understanding of Service now, PagerDuty, JIRA, Databricks, Github actions and basics of Docker and Kubernetes.
- Understanding monitoring systems and able to troubleshoot the root cause of issue.
About EXL
EXL is a global data and AI company that provides analytics, digital operations, and industry-specific services to enterprises in insurance, healthcare, banking, retail, media, and energy.
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