Hi ,
Hope you're doing well.
My name is Yashasvi Hasija , and I am a Technical Recruiter from Empower
Professionals Inc. We are sourcing for a SRE/Incident & Request Manager
– Non-Production Environments (19971-1) role with one of our clients
based in Atlanta, GA or Bellevue, WA (fully onsite). Please let me know
if you are available in the job market and interested in this role (see
job description below) - if so, we can connect and speak further.
If you're skills match the job description, please share your updated
resume along with your location and expected rate so that I can get in
touch with you for further process.
Role: SRE/Incident & Request Manager – Non-Production Environments
(19971-1)
Location: Atlanta, GA or Bellevue, WA (fully onsite)
Duration: 12+ Months
Must Have:
• Incident Analysts
• SRE
• ITIL Incident
Role Overview:
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.
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:
• 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.
Thanks
Yashasvi Hasija
Technical Recruiter | Empower Professionals
......................................................................................................................................
Yashasvi@empowerprofessionals.com |
LinkedIn: linkedin.com/in/yashasvi-hasija-6a745625b
100 Franklin Square Drive – Suite 104 | Somerset, NJ 08873
www.empowerprofessionals.com
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