Incident Engineer; Operations Support

Role

Summary:

The Incident Engineer will coordinate and manage major and critical incidents, ensuring rapid restoration of service, escalation control, effective communication, and follow-up actions including RCA and lessons learned.

• Manage and coordinate major and critical incidents end-to-end to minimize business impact
• Facilitate incident bridge calls, command center communications, and escalation workflow
• Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams
• Monitor incident lifecycle (recognition → mitigation → resolution) and ensure escalation timelines align to SLAs
• Provide real-time incident status updates to technical teams and management stakeholders
• Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions
• Ensure action tracking and follow-up closure based on RCA findings
• Analyze incident trends, recurrence patterns, and operational risks; recommend improvements
• Ensure correct incident categorization, prioritization, ownership assignment, and documentation
• Support Problem Management activities for recurring incidents and assist with performance improvements
• Develop incident management reports, dashboards, and KPI measurements supporting operational improvements
• Drive reduction of recurring incidents and improve MTTR through proactive incident management
• Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling

• Minimum 5 years experience in Incident Management and Major Incident Management
• Strong understanding of IT Operations and ITSM processes
• Proven experience coordinating critical incidents and stakeholder communications
• Experience in Root Cause Analysis (RCA) and incident management documentation
• Strong leadership, communication, and escalation management skills
• Experience in banking or highly regulated environments preferred