Assistant Manager – Service Assurance (Incident Manager)

Job Title: Assistant Manager – Service Assurance (Incident Manager)

Location: Mahape, Mumbai

Type: Onsite, Rotational Shift (24x7)

Team: Service Operations

Job Level: Incident Manager

Our Purpose

India is in the middle of an extraordinary AI revolution, powered by a young, tech-savvy generation and visionary leaders who see the future in code and creativity. Across industries—from healthcare to finance to education—AI adoption is accelerating at record speed. Over 90% of business leaders are now reimagining their processes through AI, while developers and students across the country are building tools that are transforming the way India works and lives.

At the heart of this movement stands Neysa, India’s trusted AI Acceleration Cloud Provider.

Neysa exists to democratize AI. Built in India for the world, Neysa carries the credibility of a leadership team that created Netmagic (now part of NTT Data). With a fully integrated system and deep local market insight, Neysa helps organizations across sectors confidently adopt, accelerate, govern, and scale AI.

The Future of AI, Built on Trust and Expertise. Hence, Neysa understands and builds the Home for Your AI.

Who We Are

Co-founded by industry pioneers Sharad Sanghi and Anindya Das, Neysa combines deep expertise in cloud, AI infrastructure, and cybersecurity to empower the builders of the future.

Its flagship product, Neysa Velocis, is a full-stack system built for modern AI—from training and fine-tuning to inference. It streamlines compute, orchestration, security, and observability, helping organizations in high-growth markets like India adopt AI faster, safer, and more cost-efficiently.

The Opportunity

Join Neysa as an Assistant Manager – Service Assurance (Incident Manager), where you will play a pivotal role in ensuring the reliability, performance, and availability of AI-driven platforms and services.

You will lead incident management processes, drive service assurance initiatives, and act as the central point of coordination across teams and stakeholders to ensure seamless service delivery in a 24x7 environment.

What you’ll achieve in this role:

Ensure high service availability and adherence to SLA commitments

Lead and manage major incidents with strong command and coordination

Drive continuous improvement across incident, problem, and change management processes

Enhance service delivery through governance, reporting, and analytics

Act as the primary interface between customers, vendors, and internal teams

Roles and Responsibilities

As an Assistant Manager – Service Assurance (Incident Manager), you will:

Ensure smooth operations and service delivery through ITSM processes and guidelines

Act as the primary point of contact for customers on service assurance and incident-related matters

Handle escalations and ensure timely resolution of issues within SLA

Be available in a 24x7 rotational support model

Incident & Problem Management

Own and manage the complete lifecycle o