Saransh Inc · 3 months ago
Incident & Request Manager,
Atlanta, GA
Contract
Onsite
Senior Level, Lead/Staff
8+ years expSaransh Inc is seeking an Incident & Request Manager to oversee the incident lifecycle and manage incident response for project delivery teams. The role includes leading critical incident management, mentoring teams, and ensuring effective communication with stakeholders while improving incident management processes.
EmploymentInformation TechnologyStaffing Agency
Responsibilities
Own the incident lifecycle: detection, triage, response, resolution, and closure
Act as the primary escalation point for project/product delivery teams during NPE incidents
Lead war rooms for critical incidents, coordinating with technical and delivery stakeholders
Ensure timely escalation to Environment, Change, DevOps, Infra, and Security teams when required
Track and improve incident SLAs (MTTR, MTTD, availability SLOs)
Own request fulfilment for project/product delivery teams (e.g., access, entitlements, environment service requests)
Standardize and automate common request types in collaboration with Intake and DevOps teams
Ensure requests are logged, prioritized, and fulfilled within SLA
Provide transparency to stakeholders on request status
Manage and mentor Incident Analysts and SREs
Ensure follow-the-sun coverage via offshore/onshore teams
Build a culture of blameless incident management, automation-first practices, and continuous learning
Ensure all incidents have documented Root Cause Analysis (RCA)
Track corrective and preventive actions, and feed them into Change and Environment management processes
Provide trend reporting and insights to leadership
Work with SREs and DevOps teams to automate incident detection, rollback, and recovery
Integrate observability tools (Splunk, Prometheus, Grafana) into proactive monitoring
Provide timely updates during incidents and delays in request fulfilment
Publish regular reports on incident trends, RCA outcomes, and SLA adherence
Maintain trust with project/product delivery teams by ensuring transparent communication
Qualification
Required
8-10 years in Incident Management, Service Operations, or SRE leadership
Experience managing Incident Analysts and SRE teams
Strong knowledge of AWS, Kubernetes, CI/CD pipelines, and observability tools (Splunk, Prometheus, Grafana)
Deep understanding of ITIL Incident, Problem, and Request Management processes
Excellent crisis management, communication, and stakeholder engagement skills
Preferred
Yrs of Exp – Incident Analysts
Yrs of Exp – SRE
Yrs of Exp – ITIL Incident
Company
Saransh Inc
We provide recruitment, consulting and IT services for our clients, which focus on maximizing their revenue generation, enhancing business productivity and improving cost management.
51-200 employees
H1B Sponsorship
Saransh Inc has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (51)
2023 (45)
2022 (30)
2021 (22)
2020 (39)
Funding
Current Stage
Growth StageLeadership Team
Sridhar Chimaladinne
FOUNDER & CEO
Company data provided by crunchbase