Incident Manager

Location: This is an Hybrid role based at Nextiva’s Bengaluru office (Wilshire III by MFAR, 492, Hobli, RHB Colony, Mahadevapura, Bengaluru, Karnataka 560048). Working together onsite strengthens how we operate, enabling faster decisions, clearer communication, and stronger execution, so you can make a greater impact and move work forward with speed and clarity. 

 

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As part of the global Systems and Infrastructure team, you'll play a key role in the performance and stability of our product infrastructure across cloud, hybrid, and on-prem environments. This team is committed to delivering high system uptime and transparent operations in an always-on, customer-facing world. As Incident Manager, you'll own key parts of our incident, event, and problem management processes during night-shift hours when much of our US customer base is active,integrating AI tooling into incident workflows to help draft communications, summarize logs, and speed up documentation and resolution. This is a great opportunity for someone who wants to build deep, practical experience in incident and reliability management, including hands-on implementation of AI to enhance modern operations.

Key Responsibilities:
● Lead or co-lead the restoration process for customer-impacting outages, coordinating technical teams through resolution steps.
● Participate in a rotating on-call schedule as the active incident manager to provide 24/7 coverage for live incidents and urgent escalations
. ● Assess incident severity, determine scope and customer impact, and initiate the appropriate response and escalation procedures.
● Work cross-functionally across engineering, support, and business teams. This role touches almost every part of the organization, including close collaboration with US-based colleagues during your shift.
● Lead incident response calls, manage key timelines, clarify roles and ownership, and keep responders focused, aligned, and unblocked.
● Stay informed across all customer-facing incidents and concurrent workstreams to maintain a unified response and a clear understanding of customer impact.
● Deliver clear, concise updates for stakeholders during live incidents, including internal updates, executive briefings, customer-facing communications, and external status page updates where appropriate.
● Define and maintain standards for incident communications across internal teams, enterprise customers, and external audiences.
● Support root-cause identification, lead post-incident reviews and retrospectives, and coordinate corrective actions with the teams responsible for implementation.
● Track follow-up action items to closure, including process, tooling, training, people-related, product, and operational fixes identified during retrospectives.
● Identify recurring operational issues, escalation trends, and gaps across products, processes, tooling, and internal workflows.
● Partner with Engineering, Infrastructure, Product, and Support leaders to anticipate customer-facing risks, reduce repeat incidents, and improve operational readiness
. ● Help build and refine standard incident response processes, severity frameworks, training, playbooks, runbooks, tooling, reporting, and automation.
● Own daily, weekly, and monthly reporting on incident KPIs, including MTTR, MTTD, recurrence rates, and other operational metrics, using AI and analytics tools to surface trends for technical leadership. ● Contribute to the development and continuous improvement of a scalable, sustainable operating model for managing incidents and escalations across a growing global organization leveraging AI


Competencies
● 1-3 years of Incident Commander level responsibility for SaaS based commercial software or related technical operations management experience
● Must be able to communicate concise internal customer documents that anticipate and answer executive level questions after an outage or high severity event
● Must be able to apply a strong working knowledge of monitoring and observability to evaluate alerts, assess system health, determine customer impact, and define the scope of an incident.
● Familiarity with or strong interest in AIOps concepts: AI-driven alerting, anomaly detection, auto-remediation, or predictive incident analytics
● Comfortable using AI assistants (e.g., Claude, ChatGPT, Copilot) to help integrate AI tooling into incident workflows and/or draft incident communications, summarize logs, or speed up documentation
● Experience with incident and problem management processes and procedures
● Knowledge of monitoring infrastructure and capabilities
● Experience with monitoring tools like DataDog, SPLUNK, SolarWinds, PRTG, and Nagios
● Exposure to Change Management within an administration role or knowledge of ITIL service support principles
● Experience with Incident Management and Alerting tools such as Jira, Confluence, and Jira Service Management
● Experience in UCaaS and/or Telecommunications is preferred but not required 

Location & Schedule:
It requires working night shift hours aligned with US daytime business hours, Monday–Friday, to support real-time coverage for our US-based teams and customers. You'll also participate in a rotating on-call schedule with the rest of the team for after-hours coverage, including weekends as needed.

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Nextiva DNA (Core Competencies)

Nextiva’s most successful team members share common traits and behaviors:

• Drives Results: Action-oriented problem solvers who quickly bring clarity and simplicity to ambiguity, challenge the status quo, and lead meaningful change; celebrating wins to fuel momentum. They act swiftly and pragmatically, learning and improving as they go.
• Critical Thinker: Data-driven, forward-thinking individuals who identify key drivers, anticipate risks, and deliver clear recommendations. They confidently leverage AI and automation to reduce friction, improve decision-making, and focus on higher-value work.
• Right Attitude: Collaborative, competitive, and resilient team players who jump in to solve tough problems, learn from setbacks, and foster a culture of service, respect, and care for customers and teammates.

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Total Rewards

Our Total Rewards offerings are designed to allow our employees to take care of themselves and their families so they can be their best, in and out of the office.

Our compensation packages are tailored to each role and candidate's qualifications. We consider a wide range of factors, including skills, experience, training, and certifications, when determining compensation. We aim to offer competitive salaries or wages that reflect the value you bring to our team. Depending on the position, compensation may include base salary and/or hourly wages, incentives, or bonuses.

• Medical 🩺 - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
• Group Term & Group Personal Accident Insurance 💼 - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
  • Coverage Type - Employee Only
  • Sum Insured - 3 times of annual CTC with minimum cap of INR 10,00,000
  • Free Cover Limit - 1.5 Crore
• Work-Life Balance ⚖️ - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
• Financial Security💰 - Provident Fund & Gratuity
• Wellness 🤸‍ - Employee Assistance Program and comprehensive wellness initiatives
• Growth 🌱 - Access to ongoing learning and development opportunities and career advancement

At Nextiva, we're committed to supporting our employees' health, well-being, and professional growth. Join us and build a rewarding career! 

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Beware of Recruitment Fraud: At Nextiva, we follow a merit-based hiring process and do not charge any fees or require a deposit at any stage.  We also do not authorize any third parties to collect payments or sensitive information on our behalf. 

All genuine communications from Nextiva originate from official email addresses ending in “@nextiva.com”.  Communications received from free email services (such as Gmail, Yahoo, or Hotmail) purporting to be from Nextiva should be treated as fraudulent.  If you are contacted by a third-party claiming to represent us, please verify their credentials by writing to talent@nextiva.com. 

We encourage candidates to stay vigilant and verify the authenticity of any communication claiming to be from Nextiva, including unsolicited calls, WhatsApp messages and Telegram communications. While we strive to maintain a secure hiring process, Nextiva is not responsible for any losses arising from fraudulent activities. If you believe that you have been a victim of recruitment fraud, please contact your law enforcement agencies immediately.

For genuine opportunities, please apply only through our official career sites: Nextiva Careers & Nextiva Jobs on LinkedIn.

#LI-MM1 #LI-Onsite

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