IT Incident Manager
Core
Lead recovery of services during technology disruptions and outages across key platforms and applications.
Role type
Senior IC IT Incident Manager
Builds
Incident response and recovery processes for enterprise technology environments
Domain
Financial Services / IT Operations
Deliverable
client delivery
Required skills
Incident Management, cross-functional coordination, executive communication, decision-making under pressure, trend analysis, root cause analysis, process improvement, ServiceNow, monitoring tools (Dynatrace, Splunk, Datadog)
Preferred skills
Financial institution infrastructure knowledge, Mainframe/Midrange/Distributed Systems/Networks expertise, ITIL certification
Technologies
ServiceNow, Dynatrace, Splunk, Datadog
Responsibilities
Lead technical and management bridge calls during high-priority incidents; assign tasks and distribute post-incident reports; deliver timely communications to executive-level stakeholders; guide incident resolution and make critical decisions under pressure; provide real-time updates on infrastructure issues; analyze incident trends and resolution rates; partner with Problem Management to identify root causes and implement process improvements; recommend service improvement strategies; conduct technical analysis of significant or recurring incidents
Seniority
Senior, hands-on IC
