SharePoint Developer

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.

Summary:

We are seeking a highly skilled and experienced Senior Associate - Content to join Caramel. The ideal candidate will have 4-5 years of relevant experience in writing content for various digital platforms and scripting for DVCs, TVCs, reels (short format videos), documentaries, corporate videos, consumer testimonials, showreels, and marketing collaterals like broachers, standees, signages, and dropdowns. The potential candidate should also be adept in scripting radio jingles and conceptualizing print ads, and OOH Media. As a Senior Associate, you will also be responsible for developing and implementing content strategies for various events and activations pitches and event-related marcom.

Roles and Responsibilities:

Ø Develop and execute content strategies that align with the company's/clients/events/activation goals and target audience.

Ø Create engaging and informative content for websites, blogs, social media, and other digital platforms, on-ground activities, and offline media

Ø Conduct thorough research on industry-related topics to ensure the accuracy and relevance of content.

Ø Collaborate with designers to create visually appealing and impactful content.

Ø Manage and update the website and digital content for Caramel according to the marketing calendar.

Ø Stay up-to-date with industry trends and best practices in content creation and management.

Ø Edit and proofread content to ensure clarity, consistency, and adherence to brand guidelines.

Ø Assist in the development and implementation of content marketing campaigns for events and activations

Ø Train and mentor junior team members to enhance their content creation skills.

Qualifications:

Ø Bachelor's degree in English, Journalism, Marketing, or a related field.

Ø Proven experience in content creation and management, preferably in a similar industry.

Ø Excellent written and verbal communication skills.

Ø Strong attention to detail and ability to meet tight deadlines.

Ø Proficiency in content management systems and analytics tools.

Ø Ability to work independently and collaboratively in a fast-paced environment.

Ø Strong organizational and project management skills.

Ø Knowledge of social media platforms, offline media, events, and activation, and their respective content requirements.

Ø If you are a creative and driven individual with a passion for content creation, we would love to hear from you. Join our team and contribute to our mission of delivering high-quality and engaging content to our audience

• Provide timely status updates and proactive communications on issues to the managers and clients
• Manage full SDLC including development queue and change requests and plan deployments
• Develop and maintain application updates and changes
• Develop new modules in application including interfaces and APIs
• Contribute to meet overall organization initiatives/objectives
• Have the ability and willingness to acquire in-depth understanding of domain and existing products (beyond software) to deliver enhancements/ fixes for customer requirements.
• Must be able to provide long-term commitment

Experience

• Expert with http://asp.net/" target="_blank">ASP.Net Web Forms, MVC, Web API, C#, http://vb.net/" target="_blank">VB.Net (at least 2-3 yrs)
• Expert with SQL Server 2008+ and writing queries
• Expertise with jQuery, Javascript
• Strong OOPs concepts
• Ability to meet objectives, goals and deadlines with minimal supervision
• Must be fluent in written and spoken English to interact with international clients
  Prefer immediate joining or short notice period. Please Apply Now.

• Understanding position requirements and the hiring function’s deliverables in depth.
• Sourcing, screening, and developing a candidate pipeline.
• Ensuring a healthy pipeline till closure, report sourcing risks upfront.
• Managing candidate expectations and negotiating compensation packages for new hires.
• Developing external contacts to stay abreast of new hiring practices and trends in the industry.
• Providing recruitment reports and metrics.
• Exposure to both tech and non-tech positions across levels and experience in hiring high-budget resources.
• Utilize the existing recruiting database and tools to maximize the output.
• Work with agencies to explain the hiring needs and give regular updates about the candidates received on ATS.
• Work on recruiting projects to improve recruiting process efficiency.
• Maintain market intelligence on the hiring landscape and utilize this information for hiring the best talent in the firm.

Talent Management

• Provide support in the following areas: performance management, data analysis, employee relations, learning and development, and strategic development.
• Utilize data strategically: Identify trends in both qualitative and quantitative data to help improve organizational health, understand when data will assist in making informed decisions.
• Partner with team members to roll out programs to support employees on talent programs.

Requirements (Must Have):

• Comfortable working in the fast-paced, high-growth, dynamic business environment.
• Effective influencing and communication skills, with the ability to build relationships with employees, leaders, and a variety of stakeholders to drive organizational change.
• Outstanding interpersonal skills; demonstrated ability to develop relationships within the organization;
• Excellent communication skills.

We are building a global content marketplace that brings companies and content

creators together to scale up content creation processes across 50+ content verticals and 150+ industries. Over the past 2.5 years, we’ve worked with companies like India Today, Amazon India, Adobe, Swiggy, Dunzo, Businessworld, Paisabazaar, IndiGo Airlines, Apollo Hospitals, Infoedge, Times Group, Digit, BookMyShow, UpGrad, Yulu, YourStory, and 350+ other brands.
Our mission is to become the world’s largest content creation and distribution platform for all kinds of content creators and brands.

Our Team

We are a 25+ member company and is scaling up rapidly in both team size and our ambition.

If we were to define the kind of people and the culture we have, it would be -

a) Individuals with an Extreme Sense of Passion About Work

b) Individuals with Strong Customer and Creator Obsession

c) Individuals with Extraordinary Hustle, Perseverance & Ambition

We are on the lookout for individuals who are always open to going the extra mile and thrive in a fast-paced environment. We are strong believers in building a great, enduring

a company that can outlast its builders and create a massive impact on the lives of our

employees, creators, and customers alike.

Our Investors

We are fortunate to be backed by some of the industry’s most prolific angel investors - Kunal Bahl and Rohit Bansal (Snapdeal founders), YourStory Media. (Shradha Sharma); Dr. Saurabh Srivastava, Co-founder of IAN and NASSCOM; Slideshare co-founder Amit Ranjan; Indifi's Co-founder and CEO Alok Mittal; Sidharth Rao, Chairman of Dentsu Webchutney; Ritesh Malik, Co-founder and CEO of Innov8; Sanjay Tripathy, former CMO, HDFC Life, and CEO of Agilio Labs; Manan Maheshwari, Co-founder of WYSH; and Hemanshu Jain, Co-founder of Diabeto.
Backed by Lightspeed Venture Partners