CX Incident Manager

Role: CX Incident Manager at Aspire

Aspire is seeking a CX Incident Manager to lead incident response and drive reliability for customer experience. This role is based in Gurugram, India. You will coordinate cross-functional teams, manage the incident lifecycle, and communicate status to stakeholders. You will perform root cause analysis and drive improvements to prevent recurrence, partnering with Product, Engineering, and Support to maintain service levels.

Responsibilities

• Lead incident management for customer-impacting incidents
• Coordinate on-call rotations, triage, and escalation paths
• Communicate incident status to stakeholders and manage runbooks
• Conduct post-incident reviews and root cause analysis
• Collaborate with Product, Engineering, and Support to implement fixes
• Improve monitoring, alerting, and resiliency practices
• Track SLAs and operational metrics to drive continuous improvement

Qualifications

• Experience in incident management and ITIL-related practices
• Strong written and verbal communication skills
• Familiarity with monitoring tools and incident management software
• Bachelors degree or relevant experience