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 end‑to‑end incident lifecycle in a 24x7 environment, ensuring resolution within SLA.
• Act as primary point of contact for major incidents, coordinating rapid response across geographies.
• Classify severity, escalate to technical and business stakeholders, and maintain accurate incident documentation.
• Provide timely communication updates, impact analysis, and resolution status to stakeholders.
• Collaborate with Command Center, Change Management, and Problem Management teams for proactive issue identification and root‑cause analysis.
• Prepare incident reports, post‑incident reviews, and management summaries for senior leadership.
• Support continuous improvement by identifying process gaps and automation opportunities.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum 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, complex enterprises, preferably in banking or financial services.
• Strong understanding of ITIL framework; ITIL certification preferred.
• Experience in high‑availability production environments with strict SLA and uptime requirements.

Required skills

• ITIL (certified preferred)
• Incident management processes and tools
• Cloud infrastructure concepts (private, public, hybrid)
• Service management best practices