Job Description

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation, information technology and services

Position: Incident & Request Manager Non-Production Environments

Location: Atlanta GA / Bellevue WA

Duration: 6 Months

Job Type: Temporary Assignment

Work Type: Onsite

Job Description:

• The Incident & Request Manager leads the incident response and request management function for all non-production environments (Dev, QA, UAT, Performance).
• Acting as the escalation point for project/product delivery teams, this role ensures incidents are resolved quickly, requests are fulfilled efficiently, and learnings are embedded into continuous improvement.
• The Incident Manager directly manages a team of Incident Analysts and SREs, partners with DevOps teams to automate detection and response, and works closely with Environment and Change Managers to reduce recurrence of issues.

Key Responsibilities:

Incident Management:

• 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).

Request Management:

• 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.

Team Leadership:

• 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.

Governance & RCA:

• 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.

SRE & DevOps Alignment:

• Work with SREs and DevOps teams to automate incident detection, rollback, and recovery.
• Integrate observability tools (Splunk, Prometheus, Grafana) into proactive monitoring.
• Stakeholder Communication:
• 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.

Required Skills & Experience:

• 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.

TekWissen Group is an equal opportunity employer supporting workforce diversity.

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