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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

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

Tools & Technologies

DataDogGrafanacloud platformson-premise environments

Industry Keywords

SREincident commanderP1/P2 incidentsPost-Incident Reviews (PIR)service downtimehandoffsEMEAAPAC

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