Assistant Manager
S&P Global
Incident Manager
ResMed
full-time
Posted on:
Location Type: Office
Location: Hyderabad • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudGoITSM
About the role
- Lead end-to-end response for high-severity incidents — setting direction, bringing calm, and driving resolution
- Quickly initiate channels (chat, bridge calls) and assemble the right people to act fast
- Maintain tight, clear communications across tickets, chats, Status Page, and live calls
- Track timelines, risks, decisions, and ensure clean documentation
- Apply critical thinking and guide engineers through structured problem-solving
- Challenge assumptions and encourage alternative hypotheses to avoid tunnel vision during triage
- Leverage prior incidents and known errors to accelerate root-cause identification and shorten MTTR
- Own incident closeouts summaries, updates, and follow-through
- Draft and deliver clear outage communications for technical and business audiences
- Maintain composure and empathy while engaging cross-functional teams and leaders
- Coordinate SMEs, vendors, and technical leads for cohesive response efforts
- Participate in global on-call rotations
- Adapt hours for urgent issues, including evenings, weekends, or holidays
- Step in confidently to active incidents, even with limited initial context
- Provide regular summaries of major incidents, key changes, and follow-up actions
- Keep processes, documentation, and communications current and clear
- Contribute to improving internal tools, workflows, and knowledge-sharing
- Apply experience with change and problem management to protect stability, reduce risk, and enhance team operations
- Go beyond process compliance bring sound judgment and ownership
Requirements
- 5+ years managing major incidents in complex technical environments (infrastructure, cloud, networking, enterprise applications)
- Proven ability to lead high-severity incidents from initiation through resolution
- Solid understanding of ITSM practices (incident, change, problem) with strong live application skills
- Skilled in incident/service management tools such as Jira Service Management, BMC, Operations (formerly known as Opsgenie), or PagerDuty or similar
- Exceptional communicator — adapting tone and detail to fit audience needs
- Comfortable working across time zones and participating in an on-call rotation
- Calm, solution-focused, and trusted under pressure
- Curious, collaborative, and committed to follow-through
Benefits
- A supportive, people-first culture focused on development and best practices
- Opportunity to design, influence, and be innovative
- Work with global teams and share new ideas
- The opportunity to build something meaningful and see a direct positive impact on people’s lives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementchange managementproblem managementroot-cause analysisMTTR reductioncritical thinkingstructured problem-solvingdocumentationcommunicationrisk management
Soft skills
calm under pressureempathycollaborationadaptabilityleadershipcommunicationsolution-focusedcuriositycommitment to follow-throughtrustworthiness
