Incident Manager IV

As Incident Manager IV, you will be the link between our Support, Engineering, and Infrastructure teams. You will drive the investigation of production issues in our SaaS application (built on Spring-based microservices, ML models, and data pipelines hosted on AWS) and report findings to stakeholders. This role directly impacts product quality and customer experience. We are looking for someone with strong customer empathy, technical expertise, and a passion for improving service quality.Your contributions will enhance customer satisfaction by ensuring timely resolution and reporting of product issues. You will also support Sales teams with technical insights into infrastructure during RFP processes.Responsibilities:Investigate production issues raised by customers, Support, and Engineering.Act as a liaison between Support and Engineering to facilitate RCA and drive improvements.Create and track problem tickets in Jira.Prepare incident analysis reports with Engineering inputs.Perform log file analysis using Datadog.Debug REST API calls for investigations.Execute SQL queries for data-driven insights.Maintain knowledge base articles in Confluence.Participate in security audits (PCI DSS, ISO 27001 SOC2) and provide evidence.Requirements:8+ years of IT experience (SRE, Sysadmin, Developer, QA, Technical Support, or similar).University degree in a relevant field.Strong analytical, troubleshooting, and collaboration skills.Basic understanding of cloud-hosted application architectures.Data analysis skills - dashboard creation and interpretation.Proficiency with Jira and Confluence for project management/documentation.Excellent written and verbal communication in English.Knowledge of AWS or other cloud infrastructure.Experience with REST API tools like Postman.Hands-on with logging/monitoring tools (Kibana, Datadog).SQL, Linux, and Networking experience.Willingness to upskill and adopt new technologies.Nice-to-Have:Exposure to ML concepts and LLMs.Experience with Git, Jenkins, or similar CI/CD tools.Bash scripting for Linux.Programming knowledge (Java, Python, JavaScript, Go).Familiarity with Docker, Microservices, and cloud security.Prior work in PCI DSS ..... full job details .....