Sales Executive

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.

What you will be doing

• Build and ship features in our Node.js (and now migrating to TypeScript) codebase that directly impact user experience and help move the top and bottom line of the business.
• Collaborate closely with our product, design and data team to build innovative features to deliver a world class product to our customers. At STAGE, product managers don’t “tell” what to build. In fact, we all collaborate on how to solve a problem for our customers and the business. Engineering plays a big part in it.
• Design scalable platforms that empower our product and marketing teams to rapidly experiment.
• Own the quality of our products by writing automated tests, reviewing code, making systems observable and resilient to failures.
• Drive code quality and pay down architectural debt by continuous analysis of our codebases and systems, and continuous refactoring.
• Architect our systems for faster iterations, releasability, scalability and high availability using practices like Domain Driven Design, Event Driven Architecture, Cloud Native Architecture and Observability.
• Set the engineering culture with the rest of the team by defining how we should work as a team, set standards for quality, and improve the speed of engineering execution.

The role could be ideal for you if you

• Experience of 4-6 years of working in backend engineering with at least 2 years of production experience in TypeScript, Express.js (or another popular framework like Nest.js) and MongoDB (or any popular database like MySQL, PostgreSQL, DynamoDB, etc.).
• Well versed with one or more architectures and design patterns such as MVC, Domain Driven Design, CQRS, Event Driven Architecture, Cloud Native Architecture, etc.
• Experienced in writing automated tests (especially integration tests) and Continuous Integration. At STAGE, engineers own quality and hence, writing automated tests is crucial to the role.
• Experience with managing production infrastructure using technologies like public cloud providers (AWS, GCP, Azure, etc.). Bonus: if you have experience in using Kubernetes.
• Experience in observability techniques like code instrumentation for metrics, tracing and logging.
• Care deeply about code quality, code reviews, software architecture (think about Object Oriented Programming, Clean Code, etc.), scalability and reliability. Bonus: if you have experience in this from your past roles.
• Understand the importance of shipping fast in a startup environment and constantly try to find ingenious ways to achieve the same.
• Collaborate well with everyone on the team. We communicate a lot and don’t hesitate to get quick feedback from other members on the team sooner than later.
• Can take ownership of goals and deliver them with high accountability.

Job Description:

Responsibilities:

• Design, develop, and maintain efficient, reusable, and reliable Golang code.
• Lead the architecture and development of backend services and APIs.
• Collaborate with cross-functional teams to define, design, and ship new features.
• Identify and address performance bottlenecks and bugs.
• Ensure code quality through writing unit and integration tests.
• Troubleshoot and fix issues in code and functionality you have developed.

Requirements:

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 5-10 years of experience in software development, with a significant focus on Golang.
• Strong understanding of Go programming language, paradigms, constructs, and idioms.
• Experience with RESTful services and API design.
• Knowledge of common Goroutine and channel patterns.
• Experience with microservices architecture and containerization (Docker, Kubernetes).
• Familiarity with SQL databases (PostgreSQL).
• Experience with cloud platforms (e.g., AWS).
• Strong problem-solving skills and ability to troubleshoot complex issues.
• Excellent communication and teamwork skills.

Experience : 4 Years and above Designation : .Net Developer Location: Navi Mumbai Skills required • Comprehensive understanding of the .NET Framework. • Understanding of Object-Oriented Development • Knowledge in Angular JS will be an added advantage • Good Concept in Jquery, oops • Comprehensive understanding of developing scalable applications with NET 3.5/4.0 Framework, including Visual Studio 2010/2008, C#, ASP.NET, WCF Web Services, and Entity Framework. • Understand UML notations (class diagrams, sequence diagrams, entity relationship diagrams, activity diagrams, etc.) • Experience in building multi-tier, transactional web applications with n-tier architectures (UI, Business Logic Layer, Data Access Layer) along with some experience with service-oriented architectures (SOA). • Experience in design and optimize LinqToEntity / LinqToObejct / LinqToXML / SQL queries. • Experience of Unit test tools like (N-Unit/Ms Unit) for code quality metrics. • An understanding of Design Patterns (GOF) concepts is preferred. • Working knowledge of Enterprise Architect and TFS is highly desirable. • Understanding of Agile/Iterative development methodologies is highly desirable. • Experience with Test-Driven Development is highly desirable. Eligibility Criteria: • Should be a Graduate • Should Have Good Knowledge and Experience of MVC, C#, LinQ, Jquery, oops , Entity Framework, Angular, Javascript.

PRIMARY RESPONSIBILITIES :-

• Designing Websites with responsive layouts.
• Designing Mobile Apps.
• UX Flow Designing for App & Web Apps.
• Co-ordination with client and get the best creative outcome in terms of design.
• Able to design digital media artworks for social media, websites, print media.
• Responsible for creative development across our app, website, social media, user communications, digital ads and offline marketing channels.
• Ideation and execution, understanding client requirement / brief, designing, and delivering creative projects from conceptualization to final execution. ·
• Think creatively and out of the box and develop new design concepts, graphics and layouts independently.
• Take a lead role in managing the design and creative elements of products for website and app.
• Managing graphic designs from conception to deliver

REQUIREMENTS :-

• 4+ years design experience, preferably in an interactive agency.
• Advanced command of standard design and layout applications (Adobe XD, Figma, Photoshop, Illustrator.).
• Strong time-management skills and ability to prioritize.
• Experience working to meet team-based project outcome.
• You are a strong team player who can collaborate effectively with different stakeholders.

• Java 8, Spring Boot, Java Microservices
• REST API’s
• Angular 11, HTML5, CSS3, Bootstrap
• SQL DB
• Azure/AWS
• Kafka

What is the role?

As Product Manager for Compass, you will be responsible for the product portfolio, including all product planning and release execution throughout the lifecycle of the product portfolio. This includes defining and prioritizing product roadmap, listening to customers, creating business requirements, driving functional requirements, prioritization, driving this through development, and successfully launching new product features. To read more about the kind of qualities we are looking for in this role, please check this link <https://a16z.com/2012/06/15/good-product-managerbad-product-manager/>;

Key responsibilities

1. Strategic planning and managing all stages of Product Life Cycle
2. Develop business cases for each product feature to demonstrate feasibility including target pricing and margin, addressable and realizable market, SWOT analysis, estimated development, implementation, and support costs etc.
3. Planning execution of  roadmap & managing end to end product delivery
4. Work extensively on feature delivery and tradeoffs of a product
5. Help define the value proposition of the product for the Sales & Marketing teams and help with the GTM strategy
6. Research and understand competitive offerings in your sector

Who will you work with?

You ll report to the head of product development. 

What are we looking for?

1. 5+ years of product management function in a product company
2. B2B SaaS experience with multiple Stakeholder management would be preferred
3. Self-starter with a passion for independent, creative problem-solving, strong ownership, high commitment and strong business judgment.
4. Enjoy working in a startup environment, with a proven ability to innovate and work customer backwards
5. Ability to think strategically and prioritize in an ambiguous environment.
6. Analytical thinking, project management skills, attention to detail, and exceptional organizational skills are essential

What can you look for?

Challenging opportunity, tough problems and a very good growth path. An excellent opportunity to work with a team of highly talented young professionals. We also offer a whole load of benefits to make your stay enjoyable with Compass?.

We are,

We at Compass strive to make selling fun with our SaaS incentive gamification product.  Compass is the #1 gamification software that automates and digitizes Sales Contests and Commission Programs. With game-like elements, rewards, recognitions, and complete access to relevant information, Compass turbocharges an entire salesforce. Compass also empowers Sales Managers with easy-to-publish game templates, leaderboards and analytics to help accelerate performances and sustain growth.

We are a fun and high-energy team, with people from diverse backgrounds - united under the passion of getting things done. Rest assured that you shall get complete autonomy in your tasks and ample opportunities to develop your strengths.

Way forward,

If you find this role exciting and want to join us at Bangalore, India, then apply by clicking below. Provide your details and upload your resume. All received resumes will be screened, shortlisted candidates will be requested to join for a discussion and on mutual alignment and agreement, we will proceed with hiring.