IT Incident Manager

We
build full-fledged innovative solutions with a focus on process automation,
user experience enhancement, and advanced data analytics. With our extensive
industry expertise, we help achieve operational excellence, future-proof your
IT investments, and ensure a competitive edge in the ever-evolving finance
industry.

The IT Change
Manager is accountable for governing and facilitating the Change Management
process across the organization, ensuring that all IT changes — from standard
to emergency — are assessed, authorized, implemented, and reviewed in a
controlled and risk-managed manner.

This role
protects the stability of IT services by preventing unauthorized or poorly
planned changes from negatively impacting business operations. The IT Change
Manager acts as a strategic advisor and process owner, working closely with
technical teams, business units, and senior leadership to balance agility with
governance.

»       Own and manage the full incident lifecycle — from detection and
logging to resolution and closure — in accordance with ITIL best practices.

»       Coordinate incident response across technical teams, vendors,
and business stakeholders to ensure swift restoration of services.

»       Drive Major Incident Management (MIM) bridges, maintaining clear
communication and decisive escalation throughout.

»       Ensure all incidents are accurately categorized, prioritized,
and documented in the ITSM platform.

»       Produce timely, clear incident notifications and status updates
for technical teams, management, and affected end users.

»       Serve as the primary escalation point for Severity 1 and
Severity 2 incidents.

»       Chair post-incident review (PIR) meetings and publish incident
reports to leadership.

»       Define, maintain, and improve incident management processes,
playbooks, and runbooks.

»       Track incident trends and produce KPI dashboards and SLA
performance reports.

»       Identify recurring incidents and work with Problem Management to
drive root cause elimination.

»       Champion a culture of continual service improvement across IT
Operations.

»       Ensure incident management activities align with organizational
policies, regulatory requirements, and audit expectations.

»       Maintain and test incident escalation matrices and on-call
rosters.

»       Collaborate with Change Management to assess incident-to-change
correlation.

Requirements

»       Bachelor's degree in Information
Technology, Computer Science, or a related discipline (or equivalent
experience).

»       Minimum 4–6 years of experience in
IT Service Management, with at least 2 years in an Incident Management role.

»       ITIL Foundation certification (v3 or
v4) mandatory; ITIL Practitioner or Managing Professional preferred.

»       Proven experience managing Major
Incidents in complex, multi-vendor IT environments.

»       Proficiency with ITSM platforms such
as ServiceNow, Jira Service Management, or BMC Remedy.

»       Strong understanding of IT
infrastructure, cloud platforms, and enterprise application environments.

»       Excellent written and verbal
communication skills, with the ability to communicate technical issues to
non-technical audiences.

»       Demonstrated ability to work under pressure, managing
multiple priorities in a fast-paced environment.

»       ITIL 4 Managing Professional or Strategic Leader
certification.

»       Experience with monitoring and observability tools (e.g.,
Dynatrace, Splunk, PagerDuty, OpsGenie).

»       Knowledge of DevOps and SRE practices.

»       Experience working within an ITIL-mature organization with
well-defined governance frameworks.