Incident Manager

We are looking for Incident Manager with extensive experience in service management and incident handling.

Key Responsibilities

• Manage the end-to-end incident lifecycle, including detection, logging, categorization, prioritization, investigation, diagnosis, and resolution.
• Lead Major Incident (P1/P2) bridges , ensuring cross-functional coordination among NOC, infrastructure, applications, and vendor teams.
• Ensure timely communication to stakeholders, management, and customers throughout the incident lifecycle.
• Conduct Root Cause Analysis (RCA ) for major incidents and ensure preventive actions are identified and implemented.
• Drive the Incident Management process in alignment with ITIL standards.
• Coordinate with Problem and Change Management teams to ensure long-term service stability.
• Monitor incident trends and produce management reports, highlighting recurring issues and improvement areas.
• Maintain high service availability and performance through proactive monitoring and response.
• Maintain the Major Incident documentation and ensure lessons learned sessions are held post-resolution.

Requirements & Qualifications

• 10+ years of experience in service management with a strong focus on incident management, preferably within the banking or financial services industry .
• Proven experience managing incidents in large, complex, multi-functional, and high-availability environments .
• ITIL certification (preferred) with strong knowledge of ITIL processes.
• Strong problem-solving, decision-making, and crisis management skills .
• Excellent communication, leadership, and coordination abilities .
• Ability to remain calm and effective under pressure while managing critical business incidents .
• Prior meaningful technology and business/industry experience , including incident handling in both infrastructure and application domains.
• Exposure to proactive incident management practices (desirable).
• Knowledge of financial industry standards, compliance, and business practices .
• Basic understanding of infrastructure and application architectures .
• Ability to multitask, manage changing priorities, and work independently .
• Flexibility to work in a 24x7 shift environment as per business requirements.

Location: Karachi