Incident Management Lead

We are seeking an IT Operations Lead to establish and run our 24/7 on-call IT support operations. In this pivotal role, you will lead a team of technicians, ensuring prompt incident resolution, performing root cause analyses, triaging customer requests, and optimizing the performance of our SaaS applications, end-user computing, and IT infrastructure. Apply expertise in Okta, Google Workspace, Zoom, ServiceNow, and other relevant technologies. We seek a proactive professional who thrives in fast-paced environments, with demonstrated technical leadership experience in running a 24/7 support team. The ideal candidate will possess a deep understanding of SaaS environments, SSO services, and web technologies, coupled with exceptional problem-solving, communication, and collaboration skills, and a commitment to delivering outstanding customer service.

This role will work from IndiaWhat You Will Be Doing:

• Lead the team that provides 24x7 support, including being available for on-call shifts over weekends on a rotating basis and managing the on-call schedule.
• Lead out during any severe incidents including executing on the application specific playbook, pulling in subject matter experts, and communicating status.
• Provide first-line support to customers by managing tickets submitted via ServiceNow, ensuring prompt and professional responses.
• Escalate complicated issues to the appropriate internal teams and follow up until resolution ensuring effective communication and coordination.
• Document playbooks for key applications to be supported by the team including key vendor contact information, business continuity and disaster recovery protocols.
• Establish and implement a severity rating system that can be used to review and triage requests along with established SLAs.
• Document all support interactions and technical solutions in the ticketing system, maintaining accurate and detailed records.
• Monitor systems and applications proactively for any issues that may impact service availability (internal and external), and take preventive measures when necessary.
• Participate in the creation and maintenance of knowledge base articles and support documentation, contributing to the continuous improvement of support processes.
• Collaborate with application owners to document business continuity and recovery plans and implement those plans during incidents, ensuring minimal disruption to operations.
• Assist with system maintenance, upgrades, and emergency responses as needed, demonstrating flexibility and adaptability.
• Conduct root cause analysis following any incident.

What You Bring Along:

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent professional experience.
• Minimum of 6-10 years of experience in a technical support or IT support role, preferably in a 24/7 environment.
• Good understanding of SaaS applications and single sign-on (SSO) services such as Okta, as well as website technologies.
• Experienced with support ticketing systems (e.g., ServiceNow) and remote support tools, with a solid grasp of support standard processes.
• Excellent problem-solving skills and the ability to work under stress, maintaining composure and effective decision-making.
• Good communication skills and proficiency in English (both written and verbal), with the ability to convey technical information clearly to non-technical audiences.
• Flexibility to work a shift schedule, including nights, weekends, and holidays, ensuring continuous support coverage.
• Experience working with Okta, Elastic Kibana or similar monitoring and alerting tools, facilitating proactive issue detection and resolution

Bonus Points:

• Fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux, and Okta
• Passion for improving and automating processes
• Ability and interest in working in a fast-paced, high-growth setting with a positive approach
• Worked with multicultural and geographically distributed teams