Manager-Service Technology.Technology Operations - Technology Service Management

As an Incident manager in Service Management, you will be responsible for managing Incident as per ITIL process in 24X7 roaster. Take actions to identify opportunities to improve process controls and simplify processes. You will ensure right severity classification of incidents, appropriate comms to technology and business stakeholders and will drive the faster resolution of the incidents, maintaining data quality of documenting events.

Key Result Areas: --

• Effective management of Incidents in 24X7 Shift. 

  
  

• Manage the complete lifecycle of incidents, ensuring resolution within defined SLAs while maintaining service quality and minimizing business impact.

  
  

• Act as the primary point of contact for incidents occurring during assigned 24/7 shifts

  
  

• Prioritize, coordinate, and drive incident resolution with technical teams, ensuring adherence to established processes.

  
  

• Take actions to proactively identify issues working with Command Center. 

  
  

• Facilitate collaboration with Change and Problem Management teams and other ITIL functions.

  
  

• Monitor incident queues, ensuring proper categorization, prioritization, and documentation of events and resolution.

  
  

• Provide timely updates to stakeholders during incidents and ensure clear communication of resolution timelines and progress.

  
  

• Coordinate approvals for emergency changes during P1-P4 incidents

  
  

• Ensures quality handovers, knowledge sharing, and maintaining appropriate documentation.

  
  

• To manage all the High priority incidents which includes stakeholder communication for both technology and management communications, compliance reporting etc.

  
  

• Provide inputs for daily, weekly, and monthly stakeholder reports.

  
  

• Prepare and flash monthly 6 quadrant report

  
  

• Review all P1–P4 technical communications jointly with the Incident Manager to ensure adherence to the four-eye principle.

  
  

• To provide inputs to Problem management on recurring incidents.

  
  

• Provide inputs to Problem Management and participate in continuous improvement

  
  

• Maintaining the SOP (Standard operating procedure) for Incident management process.

  
  

Knowledge, Skills and Experience:--

• The incumbent should be self-driven with 10+ experience in service management, managing Incident in 24X7 roaster, preferably from Banking Industry.

  
  

• Strong understanding of ITIL processes, with ITIL certification preferred.

  
  

• Proven experience in incident management, particularly in high-availability environments.

  
  

• Excellent problem-solving, coordination, and communication skills.

  
  

• Ability to work under pressure and manage critical incidents effectively.

  
  

• Flexibility to work in a 24/7 shift environment, including weekends and holidays, as per business needs.

  
  

• Understanding relevant industry standards and practices is desirable

  
  

• Significant incident management experience in in large, complex, multi-functional environments.

  
  

• Prior meaningful technology and business/industry work experience including experience in Incident management. 

  
  

• Knowledge & experience in Proactive incident management will be desirable. 

  
  

• Knowledge of financial industry standards and business practices.

  
  

• Ability to build positive relationships with colleagues, business, and technology partners.

  
  

• Basic understanding of Infrastructure and Application architecture

  
  

The candidate must be able to multitask, handle changing priorities and work independently in managing Incidents