Incident Manager
Phenom
Phenom Introduction:
Our purpose is to help a billion people find the right work! Phenom is an AI-Powered talent experience platform that is redefining the HR tech space. We have grown into a global organization with offices in 6 countries and over 1,500 employees. As an HR tech unicorn organization, innovation and creativity is within our DNA. Come help us make every talent moment Phenomenal!
Core Description Parameters:
We are looking for a proactive and detail-oriented Incident Manager to join our team. The role involves managing major incidents, coordinating with cross-functional teams, ensuring timely resolution, and driving continuous improvement in incident management processes. The ideal candidate will have strong communication skills, technical understanding, and experience in leading incident response in a fast-paced environment.
Key Responsibilities
- Own and drive the end-to-end incident management process for high-severity incidents.
- Lead incident bridge calls and coordinate with Engineering, SRE, Operations, and Product teams to ensure timely resolution.
- Ensure stakeholder communication during incidents, including leadership updates and customer-facing communications if required.
- Perform post-incident reviews (PIRs/RCAs) and ensure action items are tracked to closure.
- Identify and implement opportunities for process improvement in incident management.
- Ensure incidents are documented in the incident management system and maintain accurate reporting/metrics.
- Partner with Problem Management teams to analyze trends and reduce recurring incidents.
- Provide training and guidance to team members on incident handling best practices.
Required Skills & Qualifications
- 4–7 years of experience in Incident Management, IT Operations, or related fields.
- Strong understanding of ITIL processes (Incident, Problem, Change Management).
- Hands-on experience with tools such as ServiceNow, Jira, PagerDuty, Opsgenie, or equivalent.
- Excellent communication and stakeholder management skills, with the ability to handle pressure during high-severity incidents.
- Strong analytical and problem-solving skills with attention to detail.
- Technical knowledge of infrastructure, cloud platforms (AWS/Azure/GCP), networking, and monitoring tools is a plus.
- Ability to work in a 24x7 support environment (on-call rotations may be required).
- Preferred Certifications: ITIL Foundation / Incident Management / Cloud certifications.
Key Competencies
- Calm and composed under pressure
- Strong leadership and facilitation skills
- Ability to influence cross-functional teams
- Continuous improvement mindset
- Customer-first approach
Benefits
● Competitive salary for a startup
● Gain experience rapidly
● Work directly with executive team
● Fast-paced work environment
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