Incident Manager

Job Title: Incident & Release Manager (Banking
Operations)

Job Summary

We are seeking an experienced Incident & Release
Manager with over 7 years of IT service management background to join our
dynamic banking technology team. In this role, you will be dual -hatted, driving
both production stability and seamless software deployments for critical,
high -availability financial applications. You will be responsible for leading
the restoration of complex, high -priority service disruptions while
simultaneously orchestrating the end -to -end release lifecycle, ensuring zero
disruption to daily banking operations and strict compliance with financial
regulations.

Key Responsibilities

Incident & Problem Management (50%)

• Major
  Incident Response: Lead and orchestrate the restoration of
  high -priority (P1/P2) incidents affecting critical core banking networks,
  payment gateways, and customer -facing channels.
  
• Crisis
  Coordination: Convene and chair emergency technical bridge calls with
  cross -functional infrastructure, security, application development, and
  third -party vendor teams.
  
• Stakeholder
  Communication: Draft and distribute timely, precise executive -level
  incident alerts and progress updates to business leadership and
  operational heads.
  
• Root
  Cause Analysis (RCA): Facilitate post -incident reviews, drive thorough
  problem management workflows, and track preventative actions to eliminate
  recurring failures.
  
• SLA
  Compliance: Monitor and enforce strict Mean Time to Resolve (MTTR)
  metrics aligned with banking performance standards and regulatory
  guidelines.
  

Release & Change Management (50%)

• Deployment
  Orchestration: Oversee the end -to -end software release lifecycle,
  managing deployment schedules across staging, pre -production, and live
  banking environments.
  
• Risk
  Assessment: Evaluate change management requests, analyze cross -system
  dependencies, and conduct strict risk/impact assessments to prevent
  deployment -related outages.
  
• Go/No -Go
  Leadership: Chair Change Advisory Board (CAB) and release readiness
  reviews with product owners, QA leads, and infrastructure teams to secure
  formal approvals.
  
• Rollback
  Planning: Ensure every deployment package includes comprehensive,
  validated back -out strategies and automated sanity -testing scripts.
  
• Audit
  & Compliance: Maintain meticulous documentation of release
  manifests, approvals, and testing sign -offs to satisfy stringent internal
  and banking regulatory audits.
  

Required Qualifications & Technical Skills

• Experience: Minimum 7+ years of professional experience in IT Service Management
  (ITSM), specifically running Incident and Release management functions.
  
• Industry
  Domain: Proven track record working within a Banking, Financial
  Services, or Insurance (BFSI) domain handling high -volume transaction
  systems.
  
• Methodologies: Strong operational mastery of ITIL v3 / ITIL 4 frameworks
  (Certification is highly preferred) alongside familiarity with Agile/Scrum
  delivery models.
  
• ITSM
  & Automation Tools: Advanced proficiency using enterprise
  platforms like ServiceNow, Jira, Remedy, or equivalent tracking
  tools.
  
• CI/CD
  Awareness: Conceptual or hands -on understanding of DevOps release
  pipelines, automation tools (Jenkins, GitLab), and cloud environments
  (AWS/Azure).
  
• Availability: Readiness to participate in an on -call rotation schedule to support
  critical weekend deployment windows and after -hours major incidents.