{"id":3575121,"url":"https://alion.io/job/trianz-incident-operations-manager","title":"Incident Operations Manager","company":{"id":2613198,"name":"Trianz","domain":"trianz.com","url":"https://alion.io/company/trianz","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":38000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":27},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"CAPA","optional":false},{"name":"Incident Management","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"ITIL","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-10-31T17:34:49Z","employer_posted_date":null,"last_verified_at":"2026-10-31T17:34:49Z","board_verified":false,"closed_at":null,"days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Company Overview\n\nTrianz is an applied AI solutions company that accelerates customer business transformation through AI-powered Transformation Services as a Software Model. With 25+ years of transforming enterprises, we've evolved into a product-led, platform-driven organization serving global enterprises across Financial Services, Insurance, Healthcare, Hi-Tech, Manufacturing, and other industries.\nWith a global presence across 4 continents, our platform portfolio under the unified Concierto brand delivers end-to-end transformations including solutions for Migrate, Manage, Maximize, Modernize, Insights & Agentic AI, and SecOps, delivered through strategic partnerships with leading hyperscalers.\nWe're building the premier innovation-led organization in the digital transformation space through AI-first methodologies and data-driven excellence, RevolutionAIzing Transformations.\n\nRole Overview\nWe are seeking an experienced and results-driven Incident Operations Manager to establish and lead our Incident Monitoring and Operations function. The role will be responsible for managing a team of monitoring and incident response engineers, ensuring continuous monitoring of critical platforms and services, driving incident resolution, and improving operational reliability.\nThe Incident Operations Manager will act as the primary owner for incident management processes, service restoration activities, escalation management, operational governance, and stakeholder communications. This individual will work closely with engineering, infrastructure, cloud, security, and business teams to ensure high platform availability and operational excellence.\nKey Responsibilities\nOperations & Incident Management\nLead and manage the Incident Operations team supporting a 24x7 monitoring and support environment.\nEstablish and maintain incident management processes, procedures, playbooks, and escalation frameworks.\nEnsure timely identification, triage, escalation, and resolution of incidents impacting production services.\nOversee Major Incident Management (MIM) activities and coordinate cross-functional teams during critical outages.\nEnsure adherence to SLA, SLO, and operational performance targets.\nDrive incident prioritization and ensure business-critical issues receive appropriate focus and attention.\nAct as the escalation point for unresolved or high-severity incidents.\nTeam Leadership\nBuild, mentor, and develop a high-performing incident operations team.\nManage staffing, shift schedules, on-call rotations, and resource planning.\nConduct regular performance reviews, coaching sessions, and career development discussions.\nFoster a culture of accountability, collaboration, and continuous improvement.\nMonitoring & Service Reliability\nEnsure monitoring coverage across applications, infrastructure, cloud platforms, databases, and integrations.\nPartner with engineering teams to improve alert quality and reduce false positives.\nDrive proactive monitoring initiatives to identify issues before business impact occurs.\nMonitor operational health metrics and service availability trends.\nStakeholder & Vendor Management\nServe as the primary operational contact for stakeholders during major incidents.\nProvide timely executive and customer-facing communications during outages and service disruptions.\nCoordinate with vendors, managed service providers, and external support teams when required.\nBuild strong relationships with application, platform, infrastructure, and security teams.\nContinuous Improvement & Governance\nLead Incident Review and Root Cause Analysis (RCA) activities.\nIdentify recurring issues and drive corrective and preventive actions.\nEstablish operational dashboards and reporting mechanisms.\nTrack key operational metrics and provide regular reporting to leadership.\nDrive automation opportunities to improve operational efficiency and reduce manual effort.\nEnsure compliance with organizational policies, security requirements, and operational standards.\nDesired Profile:\nBachelor's degree in computer science, Information Technology, Engineering, or related discipline.\n8-12 years of experience in Production Support, NOC Operations, Platform Operations, Incident Management, or Site Reliability functions.\nMinimum 3-5 years of experience leading operational or support teams.\nStrong understanding of Incident, Problem, Change, and Service Management processes.\nExperience managing Major Incidents in enterprise environments.\nProven experience operating within a 24x7 support organization.\nPreferred Qualifications\nITIL Foundation or ITIL Managing Professional Certification.\nExperience supporting cloud-native and microservices-based platforms.\nFamiliarity with DevOps and Site Reliability Engineering (SRE) principles.\nExperience implementing operational automation using PowerShell, Python, Shell Scripting, or similar technologies.\nExperience building or scaling incident management functions\nKey Competencies\nIncident & Major Incident Management\nOperational Leadership\nService Reliability\nEscalation Management\nTeam Building & Mentoring\nStakeholder Management\nCrisis Management\nProblem Solving & Decision Making\nVendor Management\nProcess Improvement\nExecutive Communication","description_format":"text","description_chars":5220,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-10-31T20:09:45Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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