Lead Assistant Manager

EXL·Gurugram

Pay not statedSenior levelFull-time

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About the role

We are looking for Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews. The role requires strong analytical thinking, composure under pressure, and excellent communication skills to manage critical incidents effectively.

What you'll do

Own the end-to-end lifecycle of all major P1 and P2 incidents within our 16x7 shift window, ensuring response and resolution milestones strictly adhere to corporate SLAs
Maintain clear, concise, and assertive communication under pressure, cutting through technical noise to extract actionable statuses
Perform rigorous Root Cause Analysis (RCA) once an incident is safely stood down. Facilitate and contribute to blameless Post-Incident Reviews (PIR) to track down…
Maintain structured handoffs between regions (EMEA & APAC)