Incident Manager

Company Description CloudKeeper is an outcome-driven AI and cloud cost optimization partner focused on fast-scaling cloud organizations. The company delivers guaranteed, continuous savings across AWS, Microsoft Azure, and Google Cloud through proven FinOps expertise, proprietary optimization platforms, and hands-on execution. With over 15 years of experience, CloudKeeper has helped more than 400 global companies reduce cloud and AI spend by an average of 20%. Its product suite includes tools for commitment management, cost visibility, automated rightsizing, and conversational AI, along with an all-in-one FinOps platform. CloudKeeper provides end-to-end cloud services, including consulting, advisory, implementation, and 24x7 personalized support, with no upfront costs or long-term commitments.

Role Description This is a full-time, on-site Incident Manager role based in Noida. The Incident Manager will oversee the end-to-end lifecycle of incidents, including detection, triage, coordination, and resolution, to ensure minimal impact on customer environments and internal operations. The role involves leading incident bridges, engaging technical support teams, tracking progress, and maintaining clear, timely communication with stakeholders. The Incident Manager will drive root cause analysis, collaborate on problem management initiatives, and contribute to continuous improvement of incident response processes, playbooks, and tooling. Daily responsibilities also include maintaining accurate incident records, producing incident reports and metrics, and partnering with cross-functional teams such as engineering, operations, and customer success to strengthen reliability and resilience.

Qualifications

• 6+ years Strong incident management and incident response skills, including experience coordinating complex, high-impact technical incidents.
• Problem management capabilities, with a focus on root cause analysis and long-term corrective actions.
• Analytical skills to assess impact, prioritize issues, interpret metrics, and identify trends for improvement.
• Experience in technical support or operations roles, with familiarity in cloud or SaaS environments.
• Excellent communication and stakeholder management skills, including clear written incident reports and concise verbal updates.
• Ability to work in high-pressure situations, make sound decisions quickly, and manage multiple concurrent incidents.
• Understanding of ITIL or similar service management frameworks; relevant certifications (e.g., ITIL, incident management) are an advantage.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
• Willingness to work in rotating shifts or on-call schedules to support 24x7 operations, as needed.