Incident Manager

📍 Location: Jaipur (Onsite)

💼 Experience: 5-10 Years

🏢 Function: IT Operations / Production Support / Service Management

We are looking for an experienced Incident Manager to lead and coordinate the end-to-end management of critical incidents across banking applications, digital channels, and IT infrastructure. The ideal candidate should have strong expertise in Major Incident Management, ITIL processes, stakeholder communication, and production support environments .

Key Responsibilities

• Manage and coordinate Major Incidents (P1/P2) to ensure timely service restoration.
• Lead incident bridge calls involving application, infrastructure, network, database, cloud, and vendor teams.
• Assess business impact and provide regular updates to business and leadership stakeholders.
• Drive incident resolution activities and ensure adherence to SLAs.
• Publish incident notifications, status communications, and closure reports.
• Conduct Post Incident Reviews (PIR) and facilitate Root Cause Analysis (RCA) discussions.
• Identify recurring issues and drive preventive and corrective actions.
• Collaborate with Change Management, Problem Management, and Service Management teams.
• Prepare incident trend analysis, dashboards, and management reports.
• Support audit, regulatory, and compliance requirements through proper documentation and governance.
  
  

• Strong understanding of ITIL Incident Management processes and best practices.
• Experience managing Major Incidents in 24x7 production environments .
• Strong stakeholder, vendor, and leadership communication skills.
• Knowledge of applications, databases, networks, cloud, and infrastructure technologies.
• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, Jira , or equivalent.
• Strong analytical, problem-solving, and coordination skills.
• Ability to work under pressure and manage multiple critical priorities simultaneously.
  
  

• Banking, BFSI, FinTech, Digital Payments, or Enterprise IT environments.
• Exposure to UPI, IMPS, NEFT, RTGS, Digital Banking Channels, CBS, Command Center Operations, and Production Support .
• ITIL Foundation Certification preferred.
  
  

• Major Incident Management
• Incident Coordination & Escalation
• Root Cause Analysis (RCA)
• Stakeholder & Vendor Management
• Service Operations
• Risk Assessment
• SLA Management
• Process Improvement
• Leadership & Communication