Incident Manager III

Job Requirements

About Phenom

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 technology space.

We have grown into a global organization with offices across six countries and more than 1,500

employees. As an HR tech unicorn, innovation and creativity are at the heart of our DNA.

Our platform combines hyper-personalized experiences that attract and convert the right talent,

upskilling and career growth opportunities, AI-enriched insights and recruiting solutions, and robust

analytics that enable organizations to make smarter, data-driven decisions.

Come help us make every talent moment phenomenal!

Role Overview

We are looking for a hands-on Senior IRE & Monitoring Engineer to join our technology

operations and reliability team. The role is responsible for ensuring the availability, reliability,

performance and operational health of critical applications and platforms.

The ideal candidate will combine strong experience in Incident Response, Production Support,

Monitoring & Observability, Troubleshooting and engineering coordination and continuous-

improvement mindset.

This role will be responsible for leading high-severity incidents, coordinating cross-functional

technical teams, driving root-cause analysis, improving monitoring and observability.

The successful candidate should be comfortable operating in a fast-paced production environment

and will be an added advantage if he / She has the automation and reliability-focused mindset.

Key Responsibilities

• Own and drive the end-to-end incident response process for high-severity and business-
• critical production incidents.
• Lead incident bridge calls and coordinate Engineering, SRE, DevOps, Cloud, Operations,
• Product and Application Support teams.
• Design, implement and continuously improve monitoring and observability solutions for
  
  

applications, infrastructure, integrations and cloud environments.

• Develop meaningful dashboards, alerts and operational metrics.
• Perform end-to-end troubleshooting across applications, infrastructure, databases,
• integrations, APIs, networking and cloud environments.
• Analyze application and infrastructure logs to identify root causes and contributing factors.
• Identify repetitive, manual and error-prone operational activities and convert them into
  
  

automated solutions.

• Build automated remediation for common and well-understood production issues.
• Notification, diagnostics and remediation.Drive improvements in MTTD, MTTA, MTTR, MTBF,
• alert quality, incident recurrence and reliability coverage.
• Contribute to SRE and DevOps practices.
• Identify opportunities to improve operational processes, tooling and engineering practices.
• Evaluate and adopt emerging technologies in observability, automation, AIOps and self-
  
  

healing operations.

• Establish and maintain operational standards, best practices and engineering guidelines.
• Required Skills & Qualifications
  
  

Education

• Bachelors degree in Computer Science, Information Technology, Engineering or a
  
  

related technical discipline.

• Equivalent practical experience may be considered.
• Relevant certifications in ITIL, Cloud, DevOps, SRE or Observability are preferred.
• Professional Experience
• 3–5 years of experience in Production Support, Incident Response, IRE, SRE, DevOps,
• Monitoring, IT Operations or a related field.
• Proven experience working in a production environment supporting business-critical
  
  

applications.

• Strong hands-on experience with monitoring and observability platforms.
• Demonstrated experience in automating operational processes.
• Experience leading or participating in high-severity production incident response.
• Experience working across multiple technology and engineering teams in an enterprise
  
  

environment.

Technical Skills

• Monitoring & Observability
• Strong hands-on experience with monitoring and observability platforms.
• Experience with one or more of:
• Prometheus / Grafana
• Splunk
• Datadog
• New Relic
• CloudWatch
• OpenTelemetry
• Similar enterprise monitoring platforms
  
  

Understanding Of

• Metrics
• Logs
• Alerts
• Events
• Basic distributed tracing
• Dashboards
• Alert thresholds and alert tuning
• Automation experience is an added advantage.
  
  

Communication & Collaboration Skills

• Good verbal and written communication skills.
• Ability to clearly explain technical issues and troubleshooting steps.
• Ability to communicate effectively during production incidents.
• Good documentation skills.
  
  

Work Environment

• Fast-paced, product-based technology environment.
• Production support responsibilities for business-critical applications.
• Participation in 24x7/on-call rotational support, as required.
• Collaboration with global and geographically distributed technology teams.
• Opportunity to work with modern monitoring, cloud, automation, SRE and AI-enabled operations
  
  

technologies.

Benefits

• We want you to be your best self and to pursue your passions!
• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!
  
  

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!

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