IT Incident & Problem Manager

The IT Incident Manager will be responsible for the end-to-end lifecycle of all IT incidents and problems, ensuring swift resolution within established Service Level Agreements (SLAs). This role acts as a critical bridge between cross-functional tech teams, project managers, and international vendors to minimize business disruption and drive continuous service improvem

•    Incident & Problem Management: Lead, manage, and coordinate the response to IT incidents (Major and Minor) to restore normal service operation as quickly as possible within SLAs. Drive root-cause analysis (RCA) and post-incident reviews to prevent recurrence.
•    Governance & Committees: Understand and actively participate in the Change Advisory Board (CAB), IT Steering Committee, and IT Solution alignment forums to ensure stability amidst ongoing changes.
•    Cross-Functional Collaboration: Partner closely with Project Managers (PMs) and the Deployment Management team to align incident resolutions with ongoing project timelines and release schedules.
•    Vendor & Stakeholder Management: Act as the primary technical point of contact for external partners, specifically managing and collaborating with international vendors to expedite issue resolution.
•    Process Improvement: Promote and mature ITSM best practices across the organization to enhance operational efficiency.

•    Experience: Minimum of 4–6 years of experience in IT Service Management (ITSM), specifically in Incident and Problem Management, preferably within the Banking, Financial Services, or Insurance (BFSI) sector.
•    Technical Familiarity:
o    Solid understanding of cloud infrastructure, specifically AWS (Amazon Web Services).
o    Experience or familiarity with Core Banking/Financial systems (experience with Silverlake Mobius is a major plus).
o    Familiarity with digital insurance sales platforms or e-commerce systems.
•    Methodology & Governance: Strong knowledge of ITIL frameworks, change management (CAB), and IT governance structures.
•    Language Skills: Excellent command of spoken and written English is mandatory, as you will be communicating primarily with international vendors and stakeholders.
•    Soft Skills & Resilience:
o    Proven ability to work effectively under tight deadlines and high-pressure situations.
o    Strong negotiation, conflict resolution, and communication skills.

Preferred Qualifications
•    Certified in ITIL v3 / ITIL 4 Foundation or higher.
•    AWS Cloud Practitioner or related cloud certifications.

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