Manager I - Production Support

We are seeking an experienced Incident Project Manager to lead the coordination, communication, and resolution of critical production incidents. The ideal candidate will drive major incident management processes, ensure timely service restoration, coordinate cross-functional technical teams, and lead post-incident improvement initiatives to enhance operational stability. Key Responsibilities Lead and manage Major Incident (P1/P2) bridges and war rooms during critical outages. Coordinate cross-functional teams including Infrastructure, Application, Network, Cloud, Security, and Vendor teams during incident resolution. Drive rapid service restoration while minimizing business impact. Manage incident lifecycle from detection through resolution and closure. Ensure timely communication to leadership, business stakeholders, customers, and support teams. Facilitate incident triage, impact assessment, escalation, and prioritization activities. Conduct post-incident reviews (PIR) and Root Cause Analysis (RCA) sessions. Track corrective and preventive actions until closure. Manage problem records and service improvement initiatives. Establish and maintain incident management dashboards and KPIs. Ensure adherence to ITIL incident and problem management processes. Coordinate disaster recovery and business continuity activities when required. Identify recurring issues and drive long-term stability improvements.