Incident Manager

Job description

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