Incident Management/NOC Support Specialist – R Systems

About R Systems:

R Systems is a leading digital product engineering company that designs and develops chip-to-cloud software products, platforms, and digital experiences that empower its clients to achieve higher revenues and operational efficiency. Our product mindset and engineering capabilities in Cloud, Data, AI, and CX enable us to serve key players in the high-tech industry, including ISVs, SaaS, and Internet companies, as well as product companies in telecom, media, finance, manufacturing, and health verticals.

We Are Great Place to Work® Certified™ in 10 countries with a full-time workforce [India, USA, Canada, Poland, Romania, Moldova, Indonesia, Singapore, Malaysia & Thailand]!

We are recognized as one of the Best Tech Brands 2024 by theTimes Group and India’s Top 500 Value Creators 2023 by Dun & Bradstreet.

Company Link: R Systems | Digital Product Engineering

Position Overview:

As a Incident Management/NOC Support Specialist at R Systems, you drive the end-to-end incident management/NOC process for critical production systems. This role requires strong ITIL expertise, real-time decision-making, and the ability to manage high-severity incidents with confidence and clarity. You will coordinate cross-functional teams, ensure timely resolution, communicate updates to leadership, and continuously improve incident processes. Ideal candidates are assertive, calm under pressure, proactive, and skilled at executive-level communication.

Key Responsibilities:

• Manages incidents for Client’s production systems
• Responsible for the efficiency & effectiveness of Incident process within the Organization
• Classification and Prioritization of all incidents based on impact and urgency
• Engage resources to resolve the major incidents and thus avoid customer/business impact
• Identify opportunities for improvement in the existing incident management
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and management escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents (priority 1, 2 and 3 spanning across the entire enterprise) and escalates as appropriate.
• Maintains trend data and metrics related to changes, incidents, and executive reporting.
• Compiles the enterprise post-incident report (RCA) and works with various teams in root cause analysis.
• Support software engineering, technical operations, Information Technology, Information security, and customer support teams, and others who are responsible for assessing and triaging incident escalations
• Send communication updates for all incidents until incident resolution
• Manage communications to internal stakeholders, leadership – Communication process is internal only
• Proactively using monitoring and alert applications to identify incidents
• Perform minor incident remediation actions based on runbooks and SOPs
• Perform minor change activities after hours based on runbooks and SOPs

Professional Experience & Knowledge

• Senior-level experience in Incident Management: Minimum of 4+ years in ITIL-based incident management, ideally in fast-paced, high-availability environments.
• Experience performing basic incident remediation actions: Ability to perform server restarts, load balancer activities (e.g. removing a server from the load balancer), server performance monitoring, log collection
• Deep knowledge of ITIL frameworks: Strong command of ITIL v3 or v4 (certification preferred), with hands-on experience establishing and optimizing incident management processes.
• Proven track record in process implementation: Ability to design, implement, and operationalize end-to-end incident processes aligned with business goals.
• Experience with ITSM platforms: Solid experience with platforms such as ServiceNow or Remedy.
• Incident performance monitoring: Strong ability to define, track, and report on performance KPIs (e.g. MTTR, incident volumes, SLA adherence, root cause trends).
• Executive-level communication and management: Skilled in leading and managing high-priority incidents at the executive (C-Level) level, including clear status updates, risk assessments, and action plans.

Personal Attributes & Soft Skills

• Strong and assertive personality: Confident in decision-making and capable of leading under pressure; used to taking ownership and driving resolution with authority.
• Calm and structured under pressure: Maintains focus and structure during high-impact situations; capable of orchestrating multi-team responses effectively.
• Strategic and analytical thinker: Understands both the details of the process and the larger technical and business context.
• Excellent communicator: Able to translate complex technical issues into clear, actionable communication for both technical teams and senior stakeholders.
• Proactive and hands-on mentality: Doesn’t wait for instructions—takes initiative, anticipates problems, and implements solutions early.

Why Join R Systems?

• Frequent Internal Hackathons: Engage in dynamic competitions with exciting prizes to keep your skills sharp.
• Cultural Celebrations: Strengthen our familial bonds through shared celebrations, fostering a sense of community.
• Diverse Project Exposure: Work on a variety of projects across sectors like Healthcare, Banking, e-commerce, and Retail, collaborating with leading global brands.
• Centre of Excellence (COE): Benefit from technical guidance and upskilling opportunities provided by our team of technology experts, helping you navigate your career path.
• E-Learning Platform: Gain access to comprehensive e-learning platforms coupled with a robust mentorship program to enhance your skills.
• Open Door Policy: Embrace a culture of mutual support, respect, and open dialogue, promoting a collaborative work environment.

If you are passionate and excited about working in a fast-paced, innovative environment, we would love to hear from you!

R Systems is an equal opportunity employer that does not discriminate against any employee or job applicant because of race, color, religion, national origin, sex, physical or mental disability, age, or any other characteristic protected by law. We strive to build a team that reflects the diverse communities we serve, and we actively encourage applications from individuals of all backgrounds and experiences. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, training, promotion, and benefits.