IT Incident Manager

About the role

The role responsible for maintaining stability, high availability, and performance of Cyncly's critical production infrastructure including all the on-prem and cloud hosting. This role serves as the 3rd escalation point (Level 3) for complex operational incidents. The Engineer will utilize deep systems knowledge to proactively identify and resolve issues, manage monitoring systems, and lead maintenance projects.

What you'll do

• Serve as the primary Level 3 escalation point for complex and recurring incidents affecting hosted systems, services, servers, and network devices
• Perform proactive and reactive health checks, diagnostics, and high-level troubleshooting to ensure continuous availability and performance of the production environment
• Conduct Root Cause Analysis (RCA) for major incidents, developing and implementing permanent remediation actions to prevent recurrence
• Manage incident and problem resolution workflows within the FreshService ITSM platform, ensuring clear communication and accurate documentation
• Adhere to and promote ITIL-aligned processes, specifically in Incident, Problem, and Change Management

What you need

• 10–18 yrs of experience
• Active Directory
• VMware
• Troubleshooting
• Intune
• Windows
• Linux
• Chartered Accountant or B.Tech or B.E. or B.Sc or BCA

Good to have

• Bash
• Python
• Azure
• ITIL
• Office 365
• Root cause analysis