Incident Manager

We are looking for an experienced Incident Manager to join our 24x7 Technology Service Management team. The role is responsible for ensuring uninterrupted technology services across critical banking operations by managing the end-to-end incident lifecycle in alignment with ITIL best practices. The ideal candidate will play a key role in service availability, incident governance, stakeholder communication, and continuous service improvement across complex multi-technology environments spanning on-premises, private, public, and hybrid cloud infrastructures.

Responsibilities

• Manage the complete lifecycle of incidents in a 24x7 operational environment, ensuring timely resolution within agreed SLAs
• Act as the primary point of contact for major incidents during assigned shifts and coordinate rapid response activities
• Classify incident severity accurately and ensure appropriate escalation to technical and business stakeholders
• Drive incident resolution by collaborating with infrastructure, application, and support teams across multiple geographies
• Monitor incident queues to ensure proper categorization, prioritization, documentation, and closure
• Facilitate communication updates to stakeholders during incident progression, including impact analysis, timelines, and resolution status
• Work closely with Command Center teams to proactively identify recurring issues and potential service disruptions
• Coordinate with Change Management and Problem Management teams to ensure smooth handovers and root cause analysis
• Maintain quality documentation, shift handovers, and knowledge-sharing practices to ensure operational continuity
• Support continuous improvement initiatives by identifying process gaps, control weaknesses, and automation opportunities
• Prepare incident reports, post-incident reviews, and management summaries for senior leadership
• Ensure compliance with internal governance, audit requirements, and banking industry service management standards

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 10+ years of experience in IT Service Management, with strong focus on Incident Management in 24x7 environments.
• Proven experience managing major incidents in large-scale, complex enterprise environments, preferably within the banking or financial services sector.
• Strong understanding of ITIL framework and service management best practices; ITIL certification preferred.
• Experience working in high-availability production environments with strict SLA and uptime requirements.
• Strong knowledge of incident prioritization, severity assessment, escalation management, and stakeholder communication.
• Basic understanding of infrastructure and application architecture across on-premises and cloud platforms.
• Experience in proactive incident management and continuous service improvement initiatives.
• Strong analytical, problem-solving, and decision-making skills under pressure.
• Excellent communication and stakeholder management skills, with the ability to engage senior leadership.
• Ability to work independently, multitask, and adapt to changing priorities in a shift-based environment
• Understanding of banking technology operations, regulatory expectations, and financial industry practices is highly desirable.

Requirements added by the job poster

• Bachelor's Degree

• 10+ years of experience in Information Technology

• 8+ years of work experience with ITIL