Qualifications:
- Minimum of 5–8 years of experience in IT Operations, Incident Management, Service Management, or Production Support within banking, fintech, or highly regulated industries.
- Minimum of 3 years of experience managing Major Incidents and critical production environments.
Job Description:
Incident Management and Service Restoration
- Lead and coordinate the end-to-end management of production incidents affecting digital banking channels, core banking systems, middleware, APIs, payment gateways, infrastructure, and third-party integrations.
- Take command of Major Incident calls and ensure appropriate technical teams, vendors, and stakeholders are engaged promptly.
- Drive rapid restoration of services while minimizing customer impact and operational disruption.
- Ensure incidents are properly classified, prioritized, escalated, and managed according to agreed SLAs, OLAs, and Incident Management processes.
- Monitor incident queues, service degradation alerts, infrastructure monitoring tools, and operational dashboards to proactively identify service disruptions.
Stakeholder and Vendor Management
- Serve as the primary coordination point between Technology Operations, Business Units, Product Teams, and external vendors during incidents.
- Manage vendor engagement and ensure third-party providers meet contractual support obligations and response timelines.
Root Cause Analysis and Continuous Improvement
- Facilitate and drive Root Cause Analysis (RCA) sessions following major incidents.
- Ensure corrective and preventive actions are identified, tracked, and implemented.
- Analyze incident trends, recurring issues, and operational gaps to recommend service improvement initiatives.
Governance, Compliance, and Reporting
- Ensure compliance with ITIL best practices, internal governance standards, and BSP regulatory requirements.
- Maintain complete and accurate incident records, reports, and audit documentation.
- Prepare incident summaries, management reports, KPI dashboards, and operational metrics.
Operational Support and Leadership
- Provide guidance and mentorship to Incident Coordinators, Monitoring Analysts, and Operations Support personnel.
- Ensure 24x7 operational readiness and support coverage.
- Participate in shift management, escalation planning, and operational staffing alignment.
