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Netomi
Netomi

Incident Engineer

Gurugram, India
Full-Time
Remote

TLDR

Own the end-to-end incident response across an AI and platform stack, ensuring rapid detection, triage, communication, and resolution of incidents affecting customers and internal systems.

About the Company: Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences. Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us! Responsibilities

  • Own the incident lifecycle: detection, triage, escalation, resolution, and postmortems

  • Act as the central command during major incidents (war rooms, stakeholder updates)

  • Define and enforce SLAs/SLOs, incident severity frameworks, and runbooks

  • Collaborate with Engineering, ML, and Integrations teams to resolve issues quickly

  • Monitor system health across integrations (agent desks, LLMs, ASR/TTS pipelines)

  • Drive root cause analysis (RCA) and preventive actions

  • Improve observability, alerting, and incident tooling

  • Maintain clear internal and customer-facing communication during incidents

    • Requirements

  • 3–6 years in Incident Management / SRE / Production Support roles

  • Strong understanding of distributed systems, APIs, and cloud environments (AWS)

  • Experience with observability tools (e.g., DataDog)

  • Familiarity with AI/ML systems, especially LLM integrations and voice stacks (ASR/TTS), is a plus

  • Experience with monitoring/tracing tools like Langfuse or similar

  • Excellent communication and stakeholder management skills

  • Ability to stay calm under pressure and drive structured resolution

    • Nice to Have

  • Exposure to OpenAI or similar LLM platforms

  • Experience supporting customer-facing SaaS products

  • Automation mindset (runbooks, alert tuning, incident tooling)

    • Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
    Netomi
    Netomi

    Netomi builds an agentic AI platform designed for enterprise customer experience, helping large global brands like Delta Airlines and MetLife automate customer interactions at scale. Our no-code solution is all about speed and efficiency, allowing businesses to implement AI-driven customer support quickly and manage it seamlessly across their entire customer journey.

    Founded
    Founded 2015
    Employees
    51-200 employees
    Industry
    Internet Software & Services
    View company profile
    Engineer
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