Incident Manager II - IN

Rackspace
India
Workplace: RemoteFull timeFunction: IT Operations (Systems/Network Admin)Education: certificationSkills: ["Communication","Stakeholder management","Risk assessment","Decision-making","Analytical thinking"]

Own execution of incident service restoration and lead critical incident response. Chair virtual technical bridges, coordinate stakeholders, and communicate escalations to IT senior management. Drive root cause analysis and problem/change management in line with ITIL standards, including CAB and emergency CAB meetings. Monitor incident trends, maintain dashboards for KPIs, and ensure records, known errors, and change documentation stay audit-ready.

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FursaFursa
Rackspace
Rackspace
3 days ago

Incident Manager II - IN

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Last checked: 7 hours agoStatus: Live

Job Summary

Own execution of incident service restoration and lead critical incident response. Chair virtual technical bridges, coordinate stakeholders, and communicate escalations to IT senior management. Drive root cause analysis and problem/change management in line with ITIL standards, including CAB and emergency CAB meetings. Monitor incident trends, maintain dashboards for KPIs, and ensure records, known errors, and change documentation stay audit-ready.
Location: India
Workplace: Remote
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Manager level

Key Responsibilities

  • •Own execution of incident service restoration and coordinate involved parties to resolve incidents through regular virtual conferences.
  • •Create structured escalation communications and act as main contact for IT senior management on critical incidents (P1/P2).
  • •Organize and lead root cause analysis, problem management, and change processes (including CAB and emergency CAB) in line with ITIL standards.
  • •Monitor and assess critical incident management team performance, evaluate priority and risk, and drive continuous improvement actions.
  • •Maintain dashboards and ensure accuracy of incident/problem records, known error databases, change records, and documentation for audit and operational use.

Key Requirements

  • •At least 7-8 years of experience leading incident management in complex technology environments.
  • •ITIL V4 Foundation certification and multiple-year experience managing ITIL processes.
  • •Experience working in critical incident support with strong problem-solving and urgency.
  • •Excellent verbal and written communication to articulate business impact to senior management.
  • •Ability to work in a 24*7 rotational shift environment.
Education:Certification / Diploma
Skills:CommunicationStakeholder managementRisk assessmentDecision-makingAnalytical thinking
Certifications:ITIL V4 FoundationITIL v4 expertITIL v4 Foundation/Managing ProfessionalSix Sigma
Tech Stack:ITIL V4ServiceNowServiceNow ITSMNetwork WANNetwork LANNetwork WLANProxyFirewallVoIPWintelUnixStorageCybersecuritySAPEnterprise Relationship Management (ERM)Enterprise Data WarehouseDashboardsChange Advisory Board (CAB)Emergency CAB (eCAB)ITSM

Company Brief

Rackspace
Provides managed cloud services, multi-cloud solutions, and managed hosting across public and private cloud platforms, helping enterprises design, operate, and optimize cloud infrastructure and applications.
Industry: Cloud Computing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Antonio, United States
Founded: 1998
WebsiteLinkedIn