Problem & Incident Manager
Core
Lead enterprise Problem Management and Major Incident Management practices to ensure high availability and operational resilience for mission-critical banking applications and infrastructure.
Role type
Senior IC Problem & Incident Manager
Builds
Operational stability and service reliability for banking applications and infrastructure platforms
Domain
Financial Services / IT Operations
Required skills
Problem Management, Major Incident Management, Root Cause Analysis, ITSM frameworks, Cross-functional coordination, Regulatory compliance reporting, Incident trend analysis, Corrective action tracking, Executive communication, Operational readiness planning
Preferred skills
ITIL Foundation or Managing Professional Certification, Financial services experience, Observability platforms (LogicMonitor, Splunk, Grafana, Dynatrace, AppDynamics, Datadog), FFIEC/FDIC/SOX regulatory knowledge
Technologies
Jira Service Management, ServiceNow, LogicMonitor, Splunk, Grafana, Dynatrace, AppDynamics, Datadog, Azure, Microsoft 365
Responsibilities
Own the enterprise Problem Management process from identification through closure; Lead real-time Major Incident Management activities and assume Incident Commander role for Severity 1 and 2 incidents; Facilitate Root Cause Analysis investigations and coordinate cross-functional teams; Develop and maintain operational dashboards and metrics; Ensure compliance with banking regulatory expectations (FDIC, SEC, FFIEC, SOX); Partner with NOC teams for 24x7 operational support of critical production environments.