Incident Manager

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.

Key Responsibilities Incident 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.

Tier 1 Support (First Line of Defense)

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 2

teams with full incident context.

Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.

⚙️ Tier 2 Support (Advanced Troubleshooting)

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.

Requirements

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 ,

OpenText SMAX , or similar tools.

Strong communication, analytical, and leadership skills.

Preferred Qualifications

ITIL certification

or equivalent.

Experience in

automation ,

release management , and

root cause analysis .

Familiarity with

ServiceNow, Jira , or other incident management platforms.

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