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.

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

Preferred Qualifications

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