Company Overview:

Trianz is an applied AI solutions company that accelerates customer business transformation through AI-powered "Transformation Services as a Software Model."

With 25+ years of transforming enterprises, we've evolved into a product-led, platform-driven organization serving global enterprises across Financial Services, Insurance, Healthcare, Hi-Tech, Manufacturing, and other industries.

With a global presence across 4 continents, our platform portfolio under the unified Concierto brand delivers end-to-end transformations including solutions for Migrate, Manage, Maximize, Modernize, Insights & Agentic AI, and SecOps, delivered through strategic partnerships with leading hyperscalers.

We're building the premier innovation-led organization in the digital transformation space through AI-first methodologies and data-driven excellence, RevolutionAIzing Transformations.

Role Overview:

We are seeking an experienced and results-driven Incident Operations Manager to establish and lead our Incident Monitoring and Operations function.

The role will be responsible for managing a team of monitoring and incident response engineers, ensuring continuous monitoring of critical platforms and services, driving incident resolution, and improving operational reliability.

The Incident Operations Manager will act as the primary owner for incident management processes, service restoration activities, escalation management, operational governance, and stakeholder communications.

This individual will work closely with engineering, infrastructure, cloud, security, and business teams to ensure high platform availability and operational excellence.

Key Responsibilities:

Operations & Incident Management:

- Lead and manage the Incident Operations team supporting a 24x7 monitoring and support environment.

- Establish and maintain incident management processes, procedures, playbooks, and escalation frameworks.

- Ensure timely identification, triage, escalation, and resolution of incidents impacting production services.

- Oversee Major Incident Management (MIM) activities and coordinate cross-functional teams during critical outages.

- Ensure adherence to SLA, SLO, and operational performance targets.

- Drive incident prioritization and ensure business-critical issues receive appropriate focus and attention.

- Act as the escalation point for unresolved or high-severity incidents.

Team Leadership:

- Build, mentor, and develop a high-performing incident operations team.

- Manage staffing, shift schedules, on-call rotations, and resource planning.

- Conduct regular performance reviews, coaching sessions, and career development discussions.

- Foster a culture of accountability, collaboration, and continuous improvement.

Monitoring & Service Reliability:

- Ensure monitoring coverage across applications, infrastructure, cloud platforms, databases, and integrations.

- Partner with engineering teams to improve alert quality and reduce false positives.

- Drive proactive monitoring initiatives to identify issues before business impact occurs.

- Monitor operational health metrics and service availability trends.

Stakeholder & Vendor Management:

- Serve as the primary operational contact for stakeholders during major incidents.

- Provide timely executive and customer-facing communications during outages and service disruptions.

- Coordinate with vendors, managed service providers, and external support teams when required.

- Build strong relationships with application, platform, infrastructure, and security teams.

Continuous Improvement & Governance:

- Lead Incident Review and Root Cause Analysis (RCA) activities.

- Identify recurring issues and drive corrective and preventive actions.

- Establish operational dashboards and reporting mechanisms.

- Track key operational metrics and provide regular reporting to leadership.

- Drive automation opportunities to improve operational efficiency and reduce manual effort.

- Ensure compliance with organizational policies, security requirements, and operational standards.

Desired Profile:

- Bachelor's degree in computer science, Information Technology, Engineering, or related discipline.

- 8 - 10 years of experience in Production Support, NOC Operations, Platform Operations, Incident Management, or Site Reliability functions.

- Minimum 3 - 5 years of experience leading operational or support teams.

- Strong understanding of Incident, Problem, Change, and Service Management processes.

- Experience managing Major Incidents in enterprise environments.

- Proven experience operating within a 24x7 support organization.

Preferred Qualifications:

- ITIL Foundation or ITIL Managing Professional Certification.

- Experience supporting cloud-native and microservices-based platforms.

- Familiarity with DevOps and Site Reliability Engineering (SRE) principles.

- Experience implementing operational automation using PowerShell, Python, Shell Scripting, or similar technologies.

- Experience building or scaling incident management functions.

Key Competencies:

- Incident & Major Incident Management

- Operational Leadership

- Service Reliability

- Escalation Management

- Team Building & Mentoring

- Stakeholder Management

- Crisis Management

- Problem Solving & Decision Making

- Vendor Management

- Process Improvement

- Executive Communication