EXL

ASSISTANT MANAGER

EXL  •  Gurugram, IN (Onsite)  •  19 hours ago
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Job Description

We are looking for Incident Management Engineers to support a global engagement focused on incident handling, communication, and post-incident reviews. The role requires strong analytical thinking, composure under pressure, and excellent communication skills to manage critical incidents effectively.

  • Monitor and manage P1/P2 incidents in a 16x7 operational setup
  • Act as incident commander, driving bridge calls and coordinating across teams
  • Ensure clear, assertive communication during incidents
  • Perform root cause analysis and contribute to Post-Incident Reviews (PIR)
  • Drive improvements in Mean Time to Mitigate (MTTM)
  • Maintain structured handoffs between regions (EMEA & APAC)
  • Collaborate with stakeholders and ensure accountability in resolution

Required Skills:

  • Experience in SRE / Incident Management / Production Support
  • Strong communication & negotiation skills (must-have)
  • Ability to manage high-pressure situations confidently
  • Strong problem-solving and analytical mindset

Technical Skills:

  • Ability to proactively identify risks using monitoring tools such as DataDog and Grafana dashboards
  • Experience in incident response with capability to quickly restore services (restart, patch, or remediate live issues)
  • Strong focus on minimizing service downtime across environments
  • Hands-on experience supporting both on-premise (Linux environments) and cloud platforms (primarily Azure, with some exposure to GCP)
  • Solid understanding of networking concepts and system architecture
EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
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