Engineer-incident Manager

We are looking for a Major Incident Manager to drive rapid restoration of business-critical, customer-facing applications during high-severity production disruptions. In this role, you will lead end-to-end incident command for P0/P1 outages across digital wallet, payments, commerce, and financial services platforms, partner

with engineering teams on Root Cause Analysis (RCA), and champion ITIL-aligned continuous service improvement.

Key Responsibilities

1. Major Incident Command & Restoration

* Own and facilitate end-to-end Major Incident Management (MIM) processes for critical P0 and P1 production disruptions.

* Convene and drive cross-functional incident bridges and war rooms, coordinating engineering, infrastructure, product, and operations teams to achieve rapid service restoration and minimize MTTR.

* Act as the technical and operational escalation point, managing situational command until service stability is verified.

2. Crisis Communication & Stakeholder Engagement

* Craft and deliver clear, timely, and actionable communications to senior leadership, technical teams, and business stakeholders during active outages.

* Manage operational escalation paths, providing transparent impact assessments, restoration ETAs, and technical status updates.

3. Problem Management, RCA & PIR

* Lead structured Post-Incident Reviews (PIRs) and drive cross-team investigations to establish definitive Root Cause Analysis (RCA).

* Collaborate with engineering leads to define, track, and verify corrective and preventive action items (CAPA) to eliminate repeat failures.

* Maintain accurate incident records, runbooks, and operational knowledge repositories.

4. Service Operations & Continuous Improvement

* Review operational metrics to identify trends, repeat incidents, and systemic weaknesses across platforms.

* Optimize incident management workflows, escalation thresholds, playbooks, and operational tooling across distributed support teams.

* Provide operational support and oversight for integrated platforms including Order Management Systems (OMS), MuleSoft integration layers, and APM tools like Dynatrace.

Generic Managerial Skills, If any

* Project Management certifications (PMP, CAPM, Prince2).

Salary Range: $100,000-$150,000 a year