13 Incident management Jobs in Pune | Incident management Job openings in Pune

Job Title : Infra Delivery Lead

Experience : 10+ Years

Joining : Immediate Joiners Only

Location : Gurugram, Pune, Bengaluru, Chennai, Bhopal, Jaipur, Hyderabad & Noida

Role Overview :

We are looking for an experienced Infra Delivery Lead to manage end-to-end 24x7 infrastructure operations across multiple towers, including Hosting, Network & Connectivity, DBA, Data Tribe and Infrastructure Command Center (L1.5).

Mandatory Skills :

IT Infrastructure Operations, End-to-End Service Delivery Management, 24x7 Multi-Tower Operations, Managed Services, SLA/KPI Management, ITIL, Incident & Problem Management, Major Incident Management (MIM), AWS/Azure, Windows/Linux, Networking, DBA, ServiceNow, Team Management, Client Stakeholder Management, Commercial & Contract Management.

Key Responsibilities :

• Own end-to-end delivery of L1.5 and L2 infrastructure operations.
• Manage SLA/KPI performance, service governance, reporting and client escalations.
• Lead P1 / P2 incidents, Major Incident Management (MIM), RCA and problem management.
• Manage Hosting, Network, Database, Cloud and Data Operations teams.
• Oversee change management, patching, backups, disaster recovery and availability.
• Handle resource planning, team management, shift rosters and 24x7 support.
• Manage client relationships, invoicing, contractual obligations and service reviews.
• Drive automation, process improvements and service quality.

Required Skills & Experience :

• 10+ years of experience in IT Infrastructure Operations.
• Strong experience in Infrastructure Service Delivery / Managed Services.
• Experience managing 24x7 multi-tower infrastructure operations and large teams.
• Good understanding of AWS, Azure, Windows/Linux, Networking, Oracle and SQL Server.
• Hands-on exposure to ServiceNow, ITIL processes, SLA management and MIM.
• Experience in client management, escalations, governance and contract management.
• Excellent communication and stakeholder management skills.

Good to Have :

ITIL 4, AWS / Azure, CCNA / CCNP certifications; exposure to Datadog, PagerDuty and Terraform.

Job Title: L2 GCP Cloud Infrastructure & Operations Engineer

Experience: 3–6 Years

Location: Pune

Employment Type: Full-time

Job Overview

We are looking for an experienced L2 GCP Cloud Infrastructure & Operations Engineer with strong hands-on experience managing, monitoring, and troubleshooting Google Cloud Platform infrastructure in a production environment.

The ideal candidate should have practical experience in Compute Engine, Linux administration, GCP networking, incident management, and cloud infrastructure troubleshooting.

Key Responsibilities

• Manage and troubleshoot GCP infrastructure, including Compute Engine VMs, disks, snapshots, and cloud resources.
• Perform Linux system administration, OS patching, security updates, and performance troubleshooting.
• Configure and troubleshoot GCP networking components, including VPCs, subnets, firewall rules, routes, Cloud NAT, VPN, DNS, and load balancing.
• Handle L2 production incidents, service requests, escalations, root-cause analysis (RCA), and SLA commitments.
• Monitor infrastructure using Google Cloud Monitoring and Cloud Logging; investigate alerts and resolve service issues.
• Administer IAM roles, service accounts, permissions, and infrastructure security controls.
• Support backup, restoration, disaster recovery, and high-availability operations.
• Automate infrastructure provisioning and operational tasks using Terraform, Ansible, Bash, or Python.
• Maintain technical documentation, operational procedures, and incident reports.

Required Skills

• 3–6 years of experience in cloud infrastructure, cloud operations, or production support.
• Hands-on production experience with Google Cloud Platform (GCP).
• Strong knowledge of Compute Engine, Linux administration, and infrastructure troubleshooting.
• Practical understanding of VPC networking, firewall rules, routing, NAT, VPN, and load balancing.
• Experience handling production incidents, troubleshooting, RCA, and SLA-driven support.
• Familiarity with Cloud Monitoring, Cloud Logging, IAM, backup, and recovery procedures.
• Working knowledge of Terraform, scripting, or configuration management tools.

Preferred Skills

• Google Associate Cloud Engineer or Professional Cloud certifications.
• Experience supporting enterprise production environments.
• Exposure to Kubernetes/GKE, CI/CD pipelines, and infrastructure automation.

Important Candidate Requirement

Candidates must have practical, hands-on experience resolving production infrastructure issues in GCP. Candidates whose experience is limited to theoretical knowledge, training, certifications, or application-level support without infrastructure troubleshooting experience may not be suitable.

Ideal Candidate Profile

A cloud operations or infrastructure support engineer who has personally managed GCP resources, investigated production incidents, troubleshot Linux and networking issues, and maintained service availability.

Are you passionate about Linux, Docker, Kubernetes, and Cloud Infrastructure Support? Join a dynamic technology team where you’ll lead container infrastructure support, troubleshoot critical production issues, and drive operational excellence.

🔹 Key Responsibilities & Requirements

·7+ years’ experience in Linux, Kubernetes (AKS/EKS), AWS cloud, and Web server support experience including Docker & container experience

· Should have solid understanding of cloud architecture (AWS and Azure) and components & native services.

·Solid work experience on any incident management, problem management, change management tool

·Good experience in Load Balancing technology primarily distributed F5.

·Good experience in release management tools like Ansible and Github

· Procurement/conversion/renewal/application of SSL certificates in PFX, CRT, JKS formats etc.

· Knowledge of Web Hosting n-tier infrastructures, specifically Firewalls, hardware load-balancers, SSL offloading, etc.

·Strong verbal and written communication skills

·Strong delivery focus with ability to multi-task and work on various projects concurrently, meeting client expectations and deadlines

·Strong motivation and ability to work in a fast paced, team-oriented environment

·Well balanced technical, client service and client management skills   

·Sound experience in monitoring and observability tools such as Datadog

·Work on rotational shift and be on call providing global hours support, including weekends.

What you need to have:

Participate in providing 24X7 support in OSS2 supporting RHEL Linux and Docker/Containers infrastructure

Leading the technical docker team in the implementation and support of business applications that are hosted on Kubernetes (EKS and AKS).

Liaise with technical stakeholders such as architects and developers, in the infrastructure implementation and support. Developing and reviewing the technical operations standards and guidance.

Support operational excellence by identifying ongoing operational issues, root-cause analyses on outages and identifying the relevant remediation plans to strategically address them.

Willingness to work on weekends and on rotational shifts.

What makes you stand out?

Experience of any incident management and change management tool like ServiceNow.

Experience with Kubernetes (EKS and AKS), Github and Github actions.

Experience with APIGEE X or API Gateway is an advantage but not mandatory

Lead Cloud Reliability Engineer

Job Responsibilities

● Lead and manage the Cloud Reliability teams to provide strong Managed Services support to end-customers.

● Isolate, troubleshoot and resolve issues reported by CMS clients in their cloud environment

● Drive the communication with the customer providing details about the issue, current steps, next plan of action, ETA

● Gather client's requirements related to use of specic cloud services and provide assistance in seing them up and resolving issues

● Create SOPs and knowledge articles for use by the L1 teams to resolve common issues

● Identify recurring issues, perform root cause analysis and propose/implement preventive actions

● Follow change management procedure to identify, record and implement changes

● Plan and deploy OS, security patches in Windows/Linux environment and upgrade k8s clusters

● Identify the recurring manual activities and contribute to automation

● Provide technical guidance and educate team members on development and operations. Monitor metrics and develop ways to improve.

● System troubleshooting and problem-solving across plaorm and application domains. Ability to use a wide variety of open-source technologies and cloud services.

● Build, maintain, and monitor conguration standards.

● Ensuring critical system security through using best-in-class cloud security solutions.

Qualifications

● 4-7 years experience in Cloud Infrastructure and Operations domains and IT operational experience preferably in a global enterprise environment.

● Specialize in one or two cloud deployment platforms: AWS, GCP

● Hands on experience with AWS/GCP services (EKS, ECS, EC2, VPC, RDS, Lambda, GKE, Compute Engine)

● Understanding of one or more programming languages (Python, JavaScript, Ruby, Java, .Net)

● Logging and Monitoring tools (ELK, Stackdriver, CloudWatch)

● Knowledge on Conguration Management tools such as Ansible, Terraform, Puppet, Chef

● Experience working with deployment and orchestration technologies (such as Docker, Kubernetes, Mesos)

● Good analytical, communication, problem solving, and learning skills.

● Knowledge on programming against cloud plaorms such as Google Cloud Platform and lean development methodologies.

● Strong service aitude and a commitment to quality.

● Willingness to work in shifts.

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Position: BMC Remedy ITSM Developer

Location: Pune

Experience: 5–10 Years

Notice Period: 0-15 Days

We are looking for an experienced BMC Remedy ITSM Developer to join our team and contribute to the development, enhancement, and support of enterprise ITSM solutions.

The ideal candidate should have strong hands-on experience in BMC Remedy development, workflow customization, integrations, and troubleshooting within large-scale enterprise environments.

Key Responsibilities:

• Design, develop, and support BMC Remedy applications and workflows.

• Work on product enhancements, customizations, and bug fixes from design to deployment.

• Analyze business requirements and translate them into technical solutions.

• Develop and maintain Remedy forms, filters, escalations, active links, and workflows.

• Troubleshoot and resolve application issues across multiple environments.

• Develop and support integrations using REST and SOAP web services.

• Collaborate with architects, product teams, and cross-functional stakeholders.

• Participate in testing, deployment, and production support activities.

• Ensure solution quality, performance, and scalability.

Required Skills:

• 5–10 years of experience in BMC Remedy Development.

• Strong expertise in Remedy AR System and Workflow Development.

• Good understanding of BMC Remedy ITSM Suite.

• Experience with Incident, Change, Problem, and Service Request Management modules.

• Hands-on experience with integrations using REST and SOAP APIs.

• Knowledge of JavaScript and web service development.

• Strong troubleshooting and problem-solving skills.

• Excellent communication and stakeholder interaction skills.

Preferred Skills:

• Experience with BMC Helix Platform.

• Exposure to Smart IT and Digital Workplace (DWP).

• Experience supporting enterprise-scale ITSM environments.

If you are passionate about BMC technologies and enjoy solving complex business and technical challenges, we would love to hear from you.

Position: BMC Helix Consultant (ITSM, DWP & Discovery)

Experience: 5–8 Years

Location: PAN India

Notice Period: 0-15 days

We are looking for an experienced BMC Helix Consultant with strong expertise in Helix ITSM, Digital Workplace (DWP), Discovery, CMDB, and platform integrations.

The ideal candidate should have hands-on experience in troubleshooting complex platform issues, implementing integrations, optimizing service catalog workflows, and supporting enterprise ITSM environments.

Key Responsibilities:

• Configure, customize, and support BMC Helix ITSM solutions.

• Build and optimize Digital Workplace (DWP) service catalog items and workflows.

• Troubleshoot and resolve complex issues related to performance, integrations, CMDB, and Discovery.

• Design and support integrations using REST APIs and web services.

• Work with CMDB normalization and reconciliation processes.

• Support Discovery integrations and ensure accurate CI data synchronization.

• Develop automated approval workflows and service fulfillment processes.

• Participate in platform upgrades, patching, testing, and production readiness activities.

• Collaborate with cross-functional teams and stakeholders to deliver business requirements.

Required Skills:

• 5–8 years of experience in BMC Helix / Remedy platform.

• Strong experience in Helix ITSM modules.

• Hands-on experience with Digital Workplace (DWP).

• Experience with BMC Discovery and CMDB.

• Knowledge of REST APIs and third-party integrations.

• Understanding of Incident, Change, Problem, and Service Request Management.

• Strong troubleshooting and root cause analysis skills.

• Excellent communication and stakeholder management skills.

Preferred Skills:

• Smart IT exposure.

• Identity management or SSO integrations.

• Experience supporting enterprise-scale ITSM environments.

If you are passionate about BMC technologies and looking to work on large-scale enterprise ITSM initiatives, we would love to connect with you.

Job Title: BMC Helix ITSM / Remedy Developer

Experience: 5 – 10 Years

Location: Pune / Bangalore (Onsite)

Employment Type: Full-time

Notice Period: Immediate joiners / 0–15 days preferred

Skills:

BMC Helix ITSM, Remedy AR System, Smart IT, Digital Workplace, ITSM Modules, CMDB, Incident Management, Change Management, JavaScript, Workflow Customization, Integrations, REST APIs

Job Description:

Sanglob Business Services is hiring an experienced BMC Helix / Remedy Developers for immediate openings.

Key Responsibilities:

• Develop and customize BMC Helix ITSM applications
• Work on Incident, Change, Problem & Service Request Management modules
• Build workflows, filters, escalations and forms in Remedy AR System
• Integrate Helix with external applications/APIs
• Support Smart IT / Digital Workplace implementations
• Troubleshoot production issues and optimize existing workflows
• Collaborate with business and technical teams

Requirements:

• 5+ years in BMC Remedy / Helix
• Strong hands-on with ITSM modules
• Experience with AR System development/customization
• Good knowledge of integrations and APIs
• Good communication skills

Good to Have:

• Helix Digital Workplace
• CMDB / Discovery exposure
• ITIL knowledge

Apply:

Interested candidates can apply on Cutshort or share profiles directly.

Immediate joiners preferred. Referrals welcome.

Lead Cloud Reliability Engineer

Job Responsibilities

● Lead and manage the Cloud Reliability teams to provide strong Managed Services support to end-customers.

● Isolate, troubleshoot and resolve issues reported by CMS clients in their cloud environment

● Drive the communication with the customer providing details about the issue, current steps, next plan of action, ETA

● Gather client's requirements related to use of specic cloud services and provide assistance in seing them up and resolving issues

● Create SOPs and knowledge articles for use by the L1 teams to resolve common issues

● Identify recurring issues, perform root cause analysis and propose/implement preventive actions

● Follow change management procedure to identify, record and implement changes

● Plan and deploy OS, security patches in Windows/Linux environment and upgrade k8s clusters

● Identify the recurring manual activities and contribute to automation

● Provide technical guidance and educate team members on development and operations. Monitor metrics and develop ways to improve.

● System troubleshooting and problem-solving across plaorm and application domains. Ability to use a wide variety of open-source technologies and cloud services.

● Build, maintain, and monitor conguration standards.

● Ensuring critical system security through using best-in-class cloud security solutions.

Qualifications

● 4-7 years experience in Cloud Infrastructure and Operations domains and IT operational experience preferably in a global enterprise environment.

● Specialize in one or two cloud deployment platforms: AWS, GCP

● Hands on experience with AWS/GCP services (EKS, ECS, EC2, VPC, RDS, Lambda, GKE, Compute Engine)

● Understanding of one or more programming languages (Python, JavaScript, Ruby, Java, .Net)

● Logging and Monitoring tools (ELK, Stackdriver, CloudWatch)

● Knowledge on Conguration Management tools such as Ansible, Terraform, Puppet, Chef

● Experience working with deployment and orchestration technologies (such as Docker, Kubernetes, Mesos)

● Good analytical, communication, problem solving, and learning skills.

● Knowledge on programming against cloud plaorms such as Google Cloud Platform and lean development methodologies.

● Strong service aitude and a commitment to quality.

● Willingness to work in shifts.

Lead Cloud Reliability Engineer

Job Responsibilities

● Lead and manage the Cloud Reliability teams to provide strong Managed Services support to end-customers.

● Isolate, troubleshoot and resolve issues reported by CMS clients in their cloud environment

● Drive the communication with the customer providing details about the issue, current steps, next plan of action, ETA

● Gather client's requirements related to use of specic cloud services and provide assistance in seing them up and resolving issues

● Create SOPs and knowledge articles for use by the L1 teams to resolve common issues

● Identify recurring issues, perform root cause analysis and propose/implement preventive actions

● Follow change management procedure to identify, record and implement changes

● Plan and deploy OS, security patches in Windows/Linux environment and upgrade k8s clusters

● Identify the recurring manual activities and contribute to automation

● Provide technical guidance and educate team members on development and operations. Monitor metrics and develop ways to improve.

● System troubleshooting and problem-solving across plaorm and application domains. Ability to use a wide variety of open-source technologies and cloud services.

● Build, maintain, and monitor conguration standards.

● Ensuring critical system security through using best-in-class cloud security solutions.

Qualifications

● 4-7 years experience in Cloud Infrastructure and Operations domains and IT operational experience preferably in a global enterprise environment.

● Specialize in one or two cloud deployment platforms: AWS, GCP

● Hands on experience with AWS/GCP services (EKS, ECS, EC2, VPC, RDS, Lambda, GKE, Compute Engine)

● Understanding of one or more programming languages (Python, JavaScript, Ruby, Java, .Net)

● Logging and Monitoring tools (ELK, Stackdriver, CloudWatch)

● Knowledge on Conguration Management tools such as Ansible, Terraform, Puppet, Chef

● Experience working with deployment and orchestration technologies (such as Docker, Kubernetes, Mesos)

● Good analytical, communication, problem solving, and learning skills.

● Knowledge on programming against cloud plaorms such as Google Cloud Platform and lean development methodologies.

● Strong service aitude and a commitment to quality.

● Willingness to work in shifts.

Job Summary: We are seeking a proactive and technically skilled information security (SOC) Engineer/Analyst to monitor, detect, and respond to cybersecurity threats in real-time. The ideal candidate will have strong analytical skills, be detail-oriented, and possess a sound understanding of threat landscapes, SIEM tools, and incident response. The ideal candidate will possess a strong foundational understanding of cybersecurity governance, robust technical skills in security operations, and a commitment to staying abreast of the evolving threat landscape and internal security requirements.

Key Responsibilities

• Monitor security events and alerts from SIEM and other security tools.
• Perform initial triage and investigation of potential threats or anomalous behavior.
• Escalate incidents according to severity and defined procedures.
• Document incidents, provide root cause analysis, and maintain detailed logs.
• Analyze threat intelligence feeds and correlate with internal data.
• Assist in threat hunting and vulnerability management activities.
• Support continuous improvement of SOC processes and playbooks.
• Collaborate with other IT and Security teams for incident resolution.
• Assist in developing and tuning SIEM rules, queries, and dashboards for threat detection.
• Contribute to vulnerability management and secure configuration of internal systems and cloud environments.
• Support the testing and execution of recovery plans for security systems and data.
• Document incident findings, remediation steps, and contribute to post-incident reviews.

Required Skills & Qualifications:

• Bachelor’s degree in Computer Science, Cybersecurity, or related field.
• 2–5 years of experience in a SOC environment or similar security operations role.
• Familiarity with SIEM tools (e.g., Splunk, QRadar, Sentinel).
• Understanding of TCP/IP, firewalls, IDS/IPS, and common attack vectors.
• Knowledge of malware, phishing, ransomware, and social engineering tactics.
• Hands-on experience with endpoint protection, network monitoring, and forensic tools.
• Excellent communication and documentation skills.
• Preferred Certifications:
• CompTIA Security+ or CySA+
• Vendor-specific SIEM certifications.

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.

L2 Support

Location : Mumbai, Pune, Bangalore

Requirement details : (Mandatory Skills)

• Excell communication skills
• Production Support, Incident Management
• SQL ( Must have experience in writing complex queries )
• Unix ( Must have working experience on Linux operating system.
• Pearl/Shell Scripting
• Candidates working in the Investment Banking domain will be preferred