D&T Associate Manager - Incidents Management (Pune, IN)

Aramex
Pune
Workplace: OnsiteFull timeFunction: IT Operations (Systems/Network Admin)Experience: 4-5 yearsEducation: bachelorsSkills: ["Stakeholder communication","Execution & accountability","Leadership","Growth mindset","Collaboration"]

Lead real-time Incident Management during assigned 24/7 shifts as the senior operational authority. Drive triage, escalation governance, and incident coordination to meet OLAs and SLAs while ensuring incidents meet minimum triage standards before SME escalation. Manage shift-based analysts through onboarding, coaching, and performance feedback, and support workforce planning and fatigue management. Identify recurring incident patterns and automation opportunities to improve operational execution.

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FursaFursa
Aramex
Aramex
1 month ago

D&T Associate Manager - Incidents Management (Pune, IN)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Lead real-time Incident Management during assigned 24/7 shifts as the senior operational authority. Drive triage, escalation governance, and incident coordination to meet OLAs and SLAs while ensuring incidents meet minimum triage standards before SME escalation. Manage shift-based analysts through onboarding, coaching, and performance feedback, and support workforce planning and fatigue management. Identify recurring incident patterns and automation opportunities to improve operational execution.
Location: Pune
Workplace: Onsite
Employment Type: Full time
Job Function: IT Operations (Systems/Network Admin)
Seniority: Manager level

Key Responsibilities

  • •Serve as the senior operational authority during assigned 24/7 shifts with decision rights for triage, escalation, and incident coordination.
  • •Manage real-time workload, queue health, and backlog prioritization to meet OLAs and SLAs.
  • •Ensure incidents meet minimum triage standards before SME escalation, including impact, diagnostics, evidence, and mitigation actions.
  • •Lead and manage shift-based analysts and senior analysts, including onboarding, coaching, performance feedback, and development planning.
  • •Identify recurring incident patterns, operational noise, and opportunities for operational improvement and automation during shift operations.

Key Requirements

  • •4–5 years of experience in enterprise IT Operations or Incident Management roles.
  • •Experience leading shifts in 24/7 operational environments.
  • •Strong knowledge of ITIL Incident, Major Incident, and escalation governance frameworks.
  • •Bachelor’s degree in Information Technology, Engineering, or a related discipline.
  • •ITIL v4 Foundation required (or must be obtained within 6–12 months of joining).
Experience:4-5 yearsEnterprise IT operationsIncident management24/7 operations
Education:Bachelor's in Information Technology, Engineering, or related discipline
Skills:Stakeholder communicationExecution & accountabilityLeadershipGrowth mindsetCollaboration
Certifications:ITIL v4 FoundationITIL v4 Managing ProfessionalServiceNow CSAITSM
Tech Stack:ITILServiceNowOLAsSLAs

Company Brief

Aramex
Global logistics and transportation provider offering international and domestic express, freight forwarding, warehousing, and e‑commerce fulfilment services across 600+ cities and 70+ countries.
Industry: Logistics
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1982
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