Major Incident Manager II

About Phenom

Our purpose is to help a billion people find the right work!

Phenom is an AI-powered Talent Experience platform that is redefining the HR technology space. We have

grown into a global organization with offices across six countries and more than 1,500 employees. As an HR

tech unicorn organization, innovation and creativity are within our DNA.

Our platform combines hyper-personalized experiences that attract and convert the right talent, upskilling

and career growth opportunities, AI-enriched insights and recruiting solutions, and robust analytics that

enable organizations to make smarter, data-driven decisions.

Come help us make every talent moment phenomenal!

Role Overview

We are looking for a hands-on Major Incident Manager to join our technology operations and

reliability team. The role is responsible for ensuring the availability, reliability, performance and

operational health of critical applications and platforms with continuous-improvement mindset.

This role focuses on minimizing service disruption, restoring service rapidly, and driving continuous

improvement in incident response processes. The Major Incident Manager will lead cross-functional

teams during incidents, ensuring clear communication, effective problem resolution, and ensuring

reliability and operational excellence.

The successful candidate should be comfortable operating in a fast-paced production environment

and will be an added advantage if he / She has the automation and reliability-focused mindset.

Key Responsibilities

● Own and drive the end-to-end incident response process for high-severity and business-

critical production incidents.

● Lead incident bridge calls and coordinate Engineering, SRE, DevOps, Cloud, Operations,

Product and Application Support teams.

● Analyze incident and alert trends to identify recurring problems.

● Help reduce MTTR and MTTD through improved monitoring and automation.

● Support alert tuning and reduction of false positives.

● Improve and maintain operational runbooks.

● Participate in reliability and operational improvement initiatives.

● Support implementation of proactive monitoring and preventive controls.

● Drive improvements in MTTD, MTTA, MTTR, MTBF, alert quality, incident recurrence and

reliability coverage.

Education

● Bachelors degree in Computer Science, Information Technology, Engineering or a related

technical discipline.

● Equivalent practical experience may be considered.

● Cloud, ITIL, DevOps, SRE or monitoring certifications are an advantage.

Professional Experience

● 2 - 3 years of experience in Production Support, IT Operations, Monitoring, Application Support,

SRE or a related technical role.

● Hands-on experience supporting production applications or business-critical systems.

● Experience working with monitoring and alerting tools.

● Experience participating in production incident response.

Technical Skills

Hands-on experience with one or more monitoring/observability platforms such as:

● Prometheus

● Grafana

● Splunk

● Datadog

● New Relic

● AppDynamics

● CloudWatch

● Azure Monitor

● Similar enterprise monitoring platforms

● SLIs/SLOs/SLAs

• We want you to be your best self and to pursue your passions!
• Health and wellness benefits/programs to support holistic employee health
• Flexible hours and working schedules, as well as parental leave for new parents
• Growing organization with career pathing and development opportunities
• Tons of perks and extras in every location for all Phenoms!

Diversity, Equity, & Inclusion

Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.  

We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!