Incident Manager
Skills
About the role
Location: Bangalore, Karnataka, India
Date Posted: 03/07/2026
Job description
Key Responsibilities:
Team Shift Leadership: Manage a 24/7/365 structured support team, overseeing Shift Leads and guiding L0/L1 engineers through complex ticket triage, SOP verification, and script execution. Ensure mandatory shift handovers are executed flawlessly to preserve incident context.
Application Stability: RCA: Serve as the ultimate escalation point for application-specific stability issues across various systems, driving deep-dive Root Cause Analysis (RCA).
Incident War Room Management: Act as the primary liaison with enterprise Major Incident Management (MIM) and Level 2 Product support Engineering (PSE) teams during critical P0/P1 infrastructure outages and War Room activations.
SLA Governance: Ensure strict adherence to aggressive SLAs, driving a First Call Resolution (FCR), Customer Satisfaction (CSAT), and Sev 1 response times.
Agentic AI Collaboration (Maker-Checker): Collaborate with Virtusa's dedicated GenAI Engineering Pod. Act as the human-in-the-loop validator to review, approve, and authorize machine-executable scripts generated by the AI (Knowledge Scripting Service) before they are deployed to production.
Continuous Improvement: Identify toil, high-frequency manual tasks , and undocumented tribal knowledge to feed into the AI transition pipeline for future automation.
Must-Have Skills:
Operational Leadership: 7+ years of experience leading shift-based IT operations, L0/L1 support teams, and incident management.
Domain Expertise: Deep understanding of logistics, warehousing, supply chain, and e-commerce delivery applications.
Core Technical Stack: Hands-on proficiency in basic API execution, SQL, MySQL, and Oracle.
Scripting Knowledge: Ability to read, understand, and troubleshoot scripts written in Ruby, Python, Linux, and Shell Scripting.
Observability Telemetry: Experience utilizing centralized monitoring, log analysis, and APM tools such as Splunk, Grafana, and Cosmos.
ITSM Proficiency: Strong expertise navigating complex ticketing and workflow routing in enterprise ITSM platforms like BMC Remedy and ServiceNow.
Key Job Details
Primary Location
Bangalore, Karnataka, India
Job Type
Experienced
Required Experience
7
Skill
AIMS-AMS-EntAppSup-ITSM.
Travel
No
Date Posted
03/07/2026
Questions about this role
Want AI Applyd to auto-apply to roles like this?
We tailor your resume per posting, fill the forms, and track replies for you.