Incident Manager – 24x7 Technology Service Management

About the role

We are seeking an experienced Incident Manager to join our 24x7 Technology Service Management team. You will be responsible for maintaining uninterrupted technology services across critical banking operations by managing the full incident lifecycle in line with ITIL best practices.

Key responsibilities

• Manage the end‑to‑end lifecycle of incidents in a 24x7 environment, ensuring resolution within agreed SLAs.
• Serve as the primary point of contact for major incidents during assigned shifts and coordinate rapid response activities.
• Accurately classify incident severity, trigger appropriate escalations, and communicate status updates to technical and business stakeholders.
• Collaborate with infrastructure, application, and support teams across multiple geographies to drive resolution.
• Monitor incident queues for proper categorisation, prioritisation, documentation and closure.
• Work with Command Center teams to identify recurring issues and potential service disruptions.
• Coordinate hand‑overs with Change Management and Problem Management for root‑cause analysis.
• Prepare incident reports, post‑incident reviews and management summaries for senior leadership.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• 10+ years of experience in IT Service Management, with a strong focus on Incident Management in 24x7 environments.
• Proven experience handling major incidents in large‑scale, complex enterprises, preferably in banking or financial services.
• Deep understanding of the ITIL framework and service‑management best practices; ITIL certification preferred.
• Experience in high‑availability production environments with strict SLA and uptime requirements.
• Strong analytical, problem‑solving and decision‑making abilities under pressure.

Required skills

• ITIL framework