Data Engineer

Job Title: Incident Manager – Fault Management

Function: Incident, Problem & Change Management

Department: NOC Operations / Command Centre / Service Operations

Experience: 6–10 Years

Employment Type: Full-Time

Shift: 24x7 Rotational (as per business requirement)

Location: Gurgaon / Mumbai / Pune (or as per project needs)

Job Summary

We are looking for an experienced Incident Manager to lead fault management operations, ensuring rapid restoration of services and minimal business impact. The role focuses on Incident, Problem, and Change Management, acting as a central point of coordination during major incidents and ensuring compliance with ITIL processes, SLAs, and governance standards.

The ideal candidate will have strong operational leadership, stakeholder communication, and escalation management skills within complex IT / Telecom environments.

Key Responsibilities

Incident Management

• Own and manage P1/P2/P3 incidents end-to-end in line with ITIL standards.
• Act as Incident Commander during major incidents, leading bridge calls and coordinating technical teams.
• Ensure timely incident detection, logging, categorization, prioritization, and resolution.
• Drive restoration efforts and ensure adherence to SLAs, OLAs, and KPIs.
• Provide regular incident status updates to customers, management, and stakeholders.
• Ensure proper incident documentation, closure notes, and audit readiness.

Fault Management & Monitoring

• Oversee proactive fault detection through NOC monitoring tools.
• Ensure alarms and alerts are correlated, triaged, and assigned appropriately.
• Coordinate with L2/L3 engineering teams for fault isolation and resolution.
• Identify recurring faults and initiate preventive actions.

Problem Management

• Lead Root Cause Analysis (RCA) for recurring and major incidents.
• Facilitate Post-Incident Reviews (PIRs) and track corrective and preventive actions (CAPA).
• Maintain problem records and trend analysis to reduce repeat incidents.
• Work closely with engineering and vendors to drive permanent fixes.

Change Management

• Govern changes to production environments to minimize risk.
• Review and validate Change Requests (CRs), MOPs, rollback plans, and impact assessments.
• Participate in CAB (Change Advisory Board) meetings.
• Ensure changes are executed as per approved windows with pre/post validation.
• Track change-related incidents and drive improvement actions.

Stakeholder & Vendor Coordination

• Act as a single point of contact during service-impacting events.
• Coordinate with internal teams, service providers, OEMs, and vendors.
• Manage customer communication during outages and critical events.
• Escalate issues appropriately to senior management when required.

Governance, Reporting & Continuous Improvement

• Prepare and publish incident, problem, and change management reports (daily/weekly/monthly).
• Monitor and improve operational KPIs and SLA performance.
• Drive process improvements aligned with ITIL best practices.
• Maintain SOPs, runbooks, escalation matrices, and communication templates.
• Support audits, compliance reviews, and regulatory requirements (if applicable).

Required Skills & Competencies

Technical & Process Skills

• Strong expertise in ITIL Incident, Problem, and Change Management.
• Experience working in NOC / Command Centre / Telecom / Enterprise IT Operations.
• Good understanding of infrastructure domains:
• Network (LAN/WAN/SD-WAN)
• Security (Firewalls, SOC coordination)
• Data Center / Cloud (basic understanding)
• Familiarity with monitoring tools (SolarWinds, Netcool, Splunk, PRTG, etc.).
• Hands-on experience with ITSM tools such as ServiceNow, Remedy, Helix, Jira.

Soft Skills

• Strong leadership and decision-making abilities during high-pressure situations.
• Excellent verbal and written communication skills.
• Strong stakeholder and customer management capability.
• Analytical mindset with attention to detail.
• Ability to work independently and in cross-functional teams.

Education & Certifications

• Bachelor’s degree in Engineering, IT, Computer Science, or related field.
• ITIL Foundation (mandatory); ITIL Intermediate/Expert is a plus.
• PMP / PRINCE2 / Agile certifications are advantageous.

Experience

• 6–10 years of experience in Incident / Problem / Change Management roles.
• Prior experience handling Major Incidents in 24x7 operations environments.
• Experience in Telecom, BFSI, Managed Services, or Large Enterprise IT preferred.

Key Performance Indicators (KPIs)

• Incident response and resolution times.
• SLA and availability compliance.
• Reduction in repeat incidents.
• Quality and timeliness of RCA reports.
• Change success rate and reduction in change-related incidents.

Exp: 10 to 15 Years

CTC: up to 25 LPA

Core skill required:

• In-depth knowledge of Angular 8 or above , Typescript, JavaScript , HTML, and CSS
• Should have adequate knowledge of API Development Technologies to guide the Team to develop the API code and get it tested
• Excellent communication and interpersonal skills, with the ability to lead and mentor technical teams
• Should have good knowledge of the current Technology trends to implement techniques which can enhance the security, performance and stability of the product
• Should have good knowledge in preparing the Low Level Design and ensure the developers are having full understanding before commencement of work
• Good Knowledge of the DevOps process for CI/CD will be an added advantage
• Should have a solid understand of SDLC process using Waterfall, Iterative or Agile Methodology
• Good Knowledge of Quality Processes and Quality Standards
• Have experience in handling risk and providing mitigation strategies to the Product Manager

Primary skills:

• 8+ years of experience Angular 8+ version, Type Script
• Minimum 5 years of experience on Web Application development HTML, CSS, JavaScript/JQuery, Entity framework and Linq Queries
• Been on a Lead role and led a team of 3-5 people for a period of 1 - 2 years
• Must have a good exposure on query writing and DB management for writing stored procedures/ user-defined functions
• Should have a very good understanding of the project architecture
• Should provide Technical guidance to the team to get the task completed on time.
• Assist project manager in the project coordination/management

Kindly share your resume on 82008 31681

Role & responsibilities

• Provide technical support to customers via email, phone, and ticketing system.
• Troubleshoot and resolve customer issues related to our API Services.
• Prepare customized reports for clients using SQL queries to extract information from database.
• Perform API integration in third-party applications.
• Run APIs in Postman / Unix command line to re-produce error conditions
• Document and track customer issues and resolutions in our ticketing system.

Preferred candidate profile

• Bachelor's degree in Computer Science or related field.
• 2+ years of experience in PHP development or Technical Support role.
• Strong knowledge of API integration and testing.
• Strong knowledge of PHP and MySQL.
• Excellent communication and interpersonal skills.

Perks and benefits

• Flexitime for Work-Life Balance
• Complimentary Office Meals
• Paid Sick Leave and Time Off
• Enjoy a Vibrant Workplace Culture

Roles and Responsibilities

SponsifyMe Technologies(EasyLeadz) is looking for a CakePHP/PHP Developer.

- Helping senior developer build bank end and front end services and products.

- You will also be responsible for integrating third party API's into the application. A basic understanding of front-end technologies is necessary as well.

- Knowledge of python and mongodb will be an added advantage.

The role is hybrid i.e both in office and work from home for rest of the days.

We have a product EasyLeadz used by over 80000 businesses worldwide, software subscription.

We are expanding our team to grow it further.

Desired Candidate Profile

A minimum of 1 year of experience working in PHP. Ideally MongoDB and Restful API too.

Perks and Benefits

- Market standard salary

- Work from home till covid restrictions are in place, hybrid work environment later on.

- No pressure, only Monday to Friday work

- Working with a fast growing company that already serves 95,000+ customers globally including Microsoft, Amazon.

- Working directly with the founder & CTO of the company.