Incident Manager

Description About the Role

We’re looking for an experienced
Incident Manager
to lead and manage
Tier 1 and Tier 2 IT operations
, ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management.

• Lead the
  end-to-end incident management process
  to ensure fast response and business continuity.
• Coordinate with technical, business, and vendor teams during critical incidents.
• Conduct
  root cause analysis (RCA)and ensure preventive measures are implemented.
• Communicate incident status, impact, and resolution progress to stakeholders.
• Track SLAs and KPIs to ensure compliance with service standards.

• Serve as the
  initial point of contact
  for all IT service disruptions and requests.
• Perform
  basic troubleshooting
  (system checks, log review, user issue validation).
• Record and classify incidents accurately in the ITSM system.
• Escalate unresolved issues to
  Tier 2teams with full incident context.
• Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.

• Handle escalated incidents requiring
  deeper technical investigation
  .
• Perform
  system diagnostics, configuration reviews, and recovery actions
  .
• Collaborate closely with application, infrastructure, and network teams.
• Provide
  temporary workarounds
  and coordinate permanent fixes.
• Support post-incident reviews to identify service gaps and improvement areas.

• Bachelor’s degree in
  Computer Science
  ,
  Information Technology
  , or related field.
• 10+ years
  of experience in IT incident management or IT operations.
• Experience leading
  Tier 1 & Tier 2 teams
  in large-scale IT environments.
• Strong background in
  banking or financial services
  technology operations.
• Solid understanding of
  ITIL v4
  and
  ITSM frameworks
  .
• Hands‑on experience with
  CA Service Desk
  ,
  Open Text SMAX
  , or similar tools.
• Strong communication, analytical, and leadership skills.

• ITIL certification
  or equivalent.
• Experience in
  automation
  ,
  release management
  , and
  root cause analysis
  .
• Familiarity with
  Service Now, Jira
  , or other incident management platforms.