Incident Manager Job at Alasus Technologies, California

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  • Alasus Technologies
  • California

Job Description

Job Description:

Alasus Technologies LLC is seeking a highly experienced Major Incident Manager to lead the end-to-end management of critical (P1/P2) incidents and ensure rapid restoration of services while minimizing business impact. The ideal candidate will have strong ITIL knowledge, technical coordination experience, and a proactive mindset to drive incident resolution and continuous improvement.

Key Responsibilities:

  • Lead effective and timely response to crisis, P1, and P2 incidents.

  • Perform as Incident Owner, managing incidents throughout the lifecycle per ITIL standards.

  • Coordinate and advocate with Tier 2, Tier 3 technical teams, and business stakeholders.

  • Drive escalations and host technical bridges with internal and external teams.

  • Research and implement improvements in major incident processes and workflows.

  • Develop, track, and report key incident metrics and KPIs.

  • Document accurate and timely updates across communication portals during outages.

  • Conduct root cause analysis and support post-incident reviews.

  • Ensure compliance through regular audits, documentation, and follow-ups.

  • Support event and monitoring framework design and integration using AIOps platforms.

  • Contribute to the Known Error Database and knowledge management process.

  • Assist in updating SOPs, checklists, and technical documentation.

  • Identify opportunities for automation, standardization, and process improvement.

  • Provide 24/7 on-call support coverage per SOP as required.

Required Skills and Qualifications:

  • 5+ years of experience in IT Incident Management or similar roles.

  • Deep understanding of ITIL practices and incident lifecycle.

  • Experience with enterprise monitoring and event correlation tools (e.g., AIOps , Splunk, Dynatrace, etc.).

  • Strong communication, coordination, and documentation skills.

  • Proven ability to manage high-pressure incidents and collaborate across teams.

  • Familiarity with knowledge management systems and root cause analysis methods.

  • Ability to work flexible hours, including on-call rotations.

Preferred Qualifications:

  • ITIL v3 or v4 Certification.

  • Experience in a large-scale enterprise IT environment.

  • Background in service operations, SRE, or technical support roles.

Job Tags

Full time, Flexible hours,

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