About the job
About the Role
We are seeking a skilled Incident Manager to oversee and direct our Tier 1 and Tier 2 IT operations. This pivotal role will ensure prompt incident detection, effective escalation, and resolution across our core banking and financial systems, fostering a culture of proactive service management while minimizing disruptions and facilitating swift recovery.
Key Responsibilities
Incident Management
- Oversee the end-to-end incident management process to guarantee rapid response and business continuity.
- Collaborate with technical, business, and vendor teams during critical incidents.
- Carry out root cause analysis (RCA) and implement preventive strategies.
- Keep stakeholders informed about incident status, impact, and resolution progress.
- Monitor SLAs and KPIs to ensure adherence to service standards.
Tier 1 Support (First Line of Defense)
- Act as the initial point of contact for all IT service disruptions and requests.
- Conduct basic troubleshooting (system checks, log review, user issue validation).
- Accurately record and classify incidents in the ITSM system.
- Escalate unresolved issues to Tier 2 teams with complete incident context.
- Monitor alerts from various monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.
Tier 2 Support (Advanced Troubleshooting)
- Manage escalated incidents requiring in-depth technical investigation.
- Execute system diagnostics, configuration reviews, and recovery actions.
- Work closely with application, infrastructure, and network teams.
- Provide temporary workarounds and coordinate permanent fixes.
- Assist in post-incident reviews to identify service gaps and areas for improvement.

