Transaction Support Representative

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.

Strong Engineering Manager / Technical Leadership Profile

Mandatory (Experience 1): Must have 9+ years of experience in software engineering with experience building complex, large-scale products

Mandatory (Experience 2): Must have 2+ years of experience as an Engineering Manager / Tech Lead with people management responsibilities

Mandatory (Tech Skills 1): Strong technical foundation with hands-on experience in Java (or equivalent compiled language), scripting languages, web technologies, and databases (SQL/NoSQL)

Mandatory (Tech Skills 2): Proven ability to solve large-scale technical problems and guide teams on architecture, design, quality, and best practices

Mandatory (Leadership & Delivery): Experience in leading cross-functional teams, planning and tracking delivery, mentoring engineers, conducting performance reviews, and driving engineering excellence

Mandatory (Collaboration): Must have strong experience working with Product Managers, UX designers, QA, and other cross-functional partners

Mandatory (Communication): Excellent communication and interpersonal skills to influence technical direction and stakeholder decisions

Mandatory (Company):Product companies

Mandatory (Stability): Must have stayed for at least 2 years with each of the previous companies

Mandatory (Education): B.Tech in computer science or related field from Tier 1, Tier 2 colleges

Mandatory (Note): Education can be ignored for candidates with proven experience in strong, reputed product companies

Job Description: Customer Success Manager- APAC

Role Details

Position: Customer Success Manger

Location: Bangalore

Shift timings : 10am- 7pm IST

About SCRUT Automation

Scrut Automation is an information security and compliance monitoring platform, aimed at helping small and medium cloud-native enterprises develop and maintain a robust security posture, and comply with various infosec standards such as SOC 2, ISO 27001, GDPR, and the like with ease. With the help of the Scrut platform, customers reduce their manual effort for security and compliance tasks by 70%, and build real-time visibility of their security posture.

Founded by IIT/ISB/McKinsey alumni, the founding team has over 15 years of combined Infosec experience. Scrut is built out of India for the world, with customers across India, APAC, North America, Europe and the Middle East. Scrut is backed by Lightspeed Ventures, MassMutual Ventures and Endiya Partners, along with prominent angels from the global SaaS community.

Overview of the Job Profile

Business/ Customer Success Analyst will play a key role in driving Customer Success by nurturing customers in our rapidly growing business. The mission of Scrut Automation's Customer Success team is to transform our customer's compliance journey.

Responsibilities

● Own Customer Life Cycle & Account Management – from Sales Handover, Oversee & Ensure smooth on-boarding, Consistent Engagement with(MBRs and QBRs) building a Relationship of Trust & Transparency.

● Onboard customers with Integration support and drive adoption of the product.

● Represent the voice of the customer and influence the product development roadmap.

● Empathise with every aspect of the customer experience, putting customer's needs first.

● Rely heavily on data and analytics to identify customers at risk and engage proactively to mitigate churn risk.

● Track programs to move towards Perfect 10 (10 on a scale of 10 in customer satisfaction) and to establish new capability.

● Become a product expert on Scrut Automation and how our platform can be used to improve security posture through our standard offerings (SOC2, ISO27001, PCI DSS, HIPAA, CCPA and GDPR).

Requirements

● Bachelor's degree in Business, Operations Management or a related field.

● Have 2-5 years of experience in Customer Success or Account Management at a SaaS company.

● Have experience in the cybersecurity or compliance industry.

● Have clear and thoughtful communication skills, with a strong critical thinking ability.

● Problem-solving ability and customer-centric outlook.

● Be comfortable with talking through technical concepts with a technical audience.

● Have a keen ability to multitask.

● Have an outstanding work ethic and know when/how to ask for help when you need it.

Why should this job excite you?

● Opportunity to make an early impact on one of the most promising, high-growth SaaS startups in India.

● A high-performing action-oriented team.

● Immense exposure to the founders and the leadership.

● Opportunity to shape the future of B2B SaaS Customer Success with YOUR innovative ideas.

● The competitive compensation package, benefits, and employee-friendly work culture.

Note: Due to a high volume of applications, only the shortlisted candidates will be contacted by the HR team. We appreciate your interest and effort.

Key Skills:

• Programming Languages: C# or VB.NET
• Server-Side Technologies: ASP.NET / MVC
• Front-End Technologies: Html5, ES5/ES6/ JavaScript, CSS, jQuery, Bootstrap, Ajax, Web Sockets
• Database: SQL Server

Key Responsibilities:

• Develop and execute regional strategies for IT services and reselling in the US, ensuring alignment with company objectives.

• Identify new business opportunities while managing and expanding existing customer relationships within the US region.

• Collaborate with C-level executives to understand their business needs, propose customized IT solutions, and foster long-term partnerships.

• Lead and manage a team focused on delivering high-quality IT solutions, ensuring exceptional customer satisfaction and retention.

• Develop and deliver compelling, solution-based proposals, presentations, and contracts to win new business.

• Drive revenue growth by optimizing sales cycles, identifying upsell/cross-sell opportunities, and negotiating large-scale deals.

• Coordinate regional sales and operations teams to ensure smooth execution of projects and services.

• Monitor market trends, competitor activities, and customer feedback to continually enhance service offerings.

• Work closely with internal teams (sales, marketing, technical support) to ensure seamless service delivery and project success.

• Report on sales performance, market insights, and team performance to senior leadership.

Front End Developer – Angular

Front End Developer will be responsible for front end (web) development of our enterprise SaaS applications. You will work with the wireframe/UI Design and bridge the gap between graphical design and technical implementation, taking an active role on both sides and defining how the application looks as well as how it works

Job Responsibilities:

• Development of responsible web application of enterprise SaaS products
• Develop new user-facing features
• Build reusable code and libraries for future use
• Ensure the technical feasibility of UI/UX designs
• Optimize application for maximum speed and scalability
• Assure that all user input is validated before submitting to back-end
• Collaborate with other team members and stakeholders

Qualifications:

• B.E./B.Tech./MCA or equivalent
• 7+ years’ experience as a Software Developer with at least 3+ years in a similar role

• Understanding of the entire web development process, including design, development and deployment, with some back-end knowledge, is important
• Excellent understanding of Angular 5+/React
• Proficient understanding of web mark-up, including HTML5, CSS3, Bootstrap
• Basic understanding of server-side CSS pre-processing platforms, such as LESS and SASS
• Proficient understanding of client-side scripting and JavaScript frameworks, including jQuery
• Good understanding of asynchronous request handling, partial page updates, and AJAX
• Proficient understanding of cross-browser compatibility issues and ways to work around them.
• Proficient understanding of code versioning tools, such as Git, Gitlab, SVN etc

• Good understanding of NodeJs will be a plus.

• Basic knowledge of image authoring tools, to be able to crop, resize, or perform small adjustments on an image. Familiarity with tools such as Gimp or Photoshop is a plus

• Strong knowledge of .NET web frameworkwith .Net 3.5/4.0 Version.
• Experience on web-based projects using NET, C# and MS-SQL Server, JavaScript.
• Strong understanding of object-oriented programming.
• Skill for writing reusable libraries.
• Familiar with various design and architectural patterns.
• Knowledge of concurrency patterns.
• Familiarity with Microsoft SQL Server.
• Experience with popular web application frameworks.
• Familiarity with Windows Presentation Framework.
• Knack for writing clean, readable, and easily maintainable code.
• Understanding of fundamental design principles for building a scalable application
• Experience creating database schemas that represent and support business processes.

Are you passionate in coding, art and blockchain? Do you wish to face challenges ahead, develop and deliver features that will be extraordinary towards users? We are looking for experienced developers (blockchain, frontend, backend) to join our team and start a revolution!

About the role as a full stack engineer at Torum, you will be remotely working alongside our core development team from India, Turkey, Malaysia and other regions in the future. A good mindset of forward planning should be cultivated to better your performance!

You will also get involved in constant discussions with our Lead Developer and Operational team members regarding the ideas, concepts as well as feature specifications to further enhance our platform.

Key Responsibilities & Scope

• Delivering well tested, high quality software
• High scalability and flexibility solutions using micro services
• Work well in teams (bonus points if able to lead)
• Qualifications & experience

Highly Favored Experience

• Experience with Solidity
• Web3 JS experience
• Good software engineering skills, insights, and experience
• Good knowledge of cryptography
• Important: Ability to communicate (orally and verbally) well with the team in English
• Experience in building large-scale apps like Social Media, E-commerce, etc. where performance, scalability, and availability are the top priorities

Qualifications and Experience location GMT+8 or GMT+5:30

• Ability to work remotely or on-site (if Malaysia)
• More than 3 years of experience with writing Solidity smart contract (a) more than 2 years of experience with React JS and Web3 JS OR (b) more than 3 years of experience in Node JS and MongoDB
• Acting as the Senior or Lead position in the team, and built at least one or more commercialized Decentralized Applications (Dapps), such as NFT marketplace, DeFi platform, GameFi or any other relevant applications that solved the industry need
• Passion for best design, developing and coding practices
• Maximizing application performance, uptime, and scalability, maintaining high standards of code quality and thoughtful application design
• Excellent debugging and optimization skills
• Unit/integration testing experience
• Passionate and having good knowledge about Cryptocurrency / DeFi / NFT / GameFi industry is a huge bonus
• Hands-on experience on Layer 0 or 1 or 2 blockchain infrastructure (Preferably EVM-based public chain) is a huge bonus