Incident Management Team Lead

Datatex, a TSG (Textile Solutions Group) Brand | Bangalore, India

The Role

Datatex runs the mission-critical ERP that keeps textile manufacturers operating — a complex, Java-based platform hosted 24×7 across hybrid on-premise and cloud environments. We're hiring an Incident Management Team Lead to own how we respond to and learn from incidents on that platform.

You'll lead an existing 24×7 incident response team in Bangalore, own every P1/P2 incident end-to-end, and act as the first escalation point and customer-facing owner when systems are down. You'll also build: the team is capable but junior, and the process is still maturing. We need a senior leader who has run mission-critical incident management before and can take it to best-practice standard.

This is a permanent, senior-level position reporting to the Infrastructure Manager.

What You'll Own

Incident Command — You own P1/P2 incidents from detection to resolution. You run the war room, assign roles, make escalation calls, and drive time-to-resolve down through disciplined command on a system where downtime hits customers production directly.

Team Leadership & 24×7 Coverage — You lead and grow a 5-person team, own the shift roster, run clean handovers, and develop junior responders into strong ones. You coordinate the roster and stay available for escalations as the team's anchor.

Process & Governance — You mature the incident practice to ITIL standard: severity frameworks, runbooks, escalation trees, blameless post-mortems with real RCA and tracked action items, and problem management that stops incidents recurring. ClickUp is the system of record.

Customer & Stakeholder Communication — You deliver accurate, audience-appropriate status updates and post-incident reports under pressure, and build trusted working relationships with the Cloud team, Application Support, and vendors.

What You Bring

• 8+ years in incident management, IT operations, or SRE in production, including 3+ years leading a team.
• Proven P1/P2 incident command in a mission-critical, 24×7 environment.
• Experience running a 24×7 shift team — rosters, handovers, wellbeing.
• ITIL Foundation (v3/v4) or demonstrable equivalent; higher ITIL a plus.
• Solid technical literacy — read application and system logs, understand a Java/ERP architecture, work across Linux, Windows, monitoring tools, VPNs, and hybrid on-prem/cloud. Enough to triage credibly and direct engineers; you don't need to be a developer.
• Shift/on-call availability for 24×7 escalations.
• Professional English (C1+), written and spoken.
• Based in Bangalore (or willing to relocate).

What Sets You Apart

• ERP or mission-critical enterprise-application support (Datatex, SAP, Oracle, Infor); Java familiarity.
• Hybrid on-premise + cloud operations; managed-service / multi-customer experience.
• Practical use of AI in operations (triage, log analysis, RCA) — we want a leader ready to bring AI to incident management as the practice matures.
• A track record of turning a junior team into a strong one.

Why Datatex

Datatex keeps mission-critical operations running for textile manufacturers worldwide, and our hosted footprint is growing. This role puts you at the centre of how we protect customers — taking a capable but young team and a maturing process and building them into something best-in-class, with real ownership and the runway to bring modern practice (including AI) to how we operate.

Compensation & Benefits: Competitive compensation for the Bangalore market, professional development support including ITIL certifications, and a senior role with genuine ownership.

Datatex is an equal opportunity employer. We welcome applications from diverse backgrounds and are committed to fostering an inclusive operations culture.