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.