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EXL

Lead Assistant Manager

EXL

Incident Management Engineer handling critical incidents in a global setup. Collaborating with teams to drive communication and resolution of incidents across regions.

Posted 5/25/2026full-timeGurugram • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies
AzureCloudGoogle Cloud PlatformGrafanaLinux

About the role

Key responsibilities & impact
  • Monitor and manage **P1/P2 incidents** in a 16x7 operational setup
  • Act as **incident commander**, driving bridge calls and coordinating across teams
  • Ensure **clear, assertive communication** during incidents
  • Perform **root cause analysis** and contribute to Post-Incident Reviews (PIR)
  • Drive improvements in **Mean Time to Mitigate (MTTM)**
  • Maintain structured **handoffs between regions (EMEA & APAC)**
  • Collaborate with stakeholders and ensure accountability in resolution

Requirements

What you’ll need
  • 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
  • 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-premise (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
  • Solid understanding of networking concepts and system architecture

Benefits

Comp & perks
  • Health insurance
  • Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementproduction supportroot cause analysisMean Time to Mitigate (MTTM)monitoring toolsLinuxAzureGCPnetworking conceptssystem architecture
Soft Skills
communication skillsnegotiation skillsproblem-solvinganalytical mindsethigh-pressure situation managementstakeholder collaborationaccountabilityassertive communication