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 closureAct as the central command point during major (P1/P2) incidentsCoordinate cross-functional teams including cloud, network and Infrastructure teams as well as CSMsEnsure timely incident triage, escalation, and resolutionLead incident bridges, war rooms, and crisis callsEnsure accurate and timely communication to stakeholders and leadershipTrack incidents against SLAs and ensure compliance with operational targetsDrive root cause analysis (RCA) and post-incident reviews (PIRs)Identify recurring issues and recommend preventive and corrective actionsMaintain and improve incident management processes, playbooks, and runbooksEnsure proper documentation and ticket updates in ITSM toolsSupport audits, reporting, and service improvement initiativesRequirements5+ years of experience in IT operations, cloud, or infrastructure roles2+ years of experience in Incident or Major Incident ManagementITIL Foundation or ITIL Intermediate (Incident Management) certification preferredCloud certifications (AWS, Azure, OCI) are a plusStrong understanding of cloud platforms (AWS, Azure, OCI) and Private cloud operationsFamiliarity with monitoring, alerting, and logging toolsGood understanding of infrastructure components (compute, storage, networking, IAM)Ability to assess technical impact and prioritize incidents effectivelyExperience with ITSM tools (ServiceNow, Jira, Remedy, etc.)Strong knowledge of ITIL Incident and Major Incident Management processes