The Role
Coordinate major and critical IT incidents from detection through resolution, leading incident bridges, escalations, stakeholder communications, SLA adherence, and cross-functional response. Conduct post-incident reviews, root cause analysis, lessons learned, and corrective-action tracking. Analyze incident trends, produce operational reports and KPI dashboards, support Problem Management, improve MTTR, and ensure compliance with banking procedures, regulatory requirements, and ITSM governance.
Summary Generated by Built In
Role Summary:
RequirementsSkills & Experience Requirements:
The Incident Engineer will coordinate and manage major and critical incidents, ensuring rapid restoration of service, escalation control, effective communication, and follow-up actions including RCA and lessons learned.
Key Responsibilities:- Manage and coordinate major and critical incidents end-to-end to minimize business impact
- Facilitate incident bridge calls, command center communications, and escalation workflow
- Ensure rapid escalation, engagement, and coordination across infrastructure, application, database, network, security, and vendor support teams
- Monitor incident lifecycle (recognition → mitigation → resolution) and ensure escalation timelines align to SLAs
- Provide real-time incident status updates to technical teams and management stakeholders
- Coordinate post-incident reviews including Root Cause Analysis (RCA) and lessons learned sessions
- Ensure action tracking and follow-up closure based on RCA findings
- Analyze incident trends, recurrence patterns, and operational risks; recommend improvements
- Ensure correct incident categorization, prioritization, ownership assignment, and documentation
- Support Problem Management activities for recurring incidents and assist with performance improvements
- Develop incident management reports, dashboards, and KPI measurements supporting operational improvements
- Drive reduction of recurring incidents and improve MTTR through proactive incident management
- Ensure compliance with bank operational procedures, regulatory requirements, and ITSM governance during incident handling
RequirementsSkills & Experience Requirements:
- Minimum 5 years experience in Incident Management and Major Incident Management
- Strong understanding of IT Operations and ITSM processes
- Proven experience coordinating critical incidents and stakeholder communications
- Experience in Root Cause Analysis (RCA) and incident management documentation
- Strong leadership, communication, and escalation management skills
- Experience in banking or highly regulated environments preferred
Skills Required
- Minimum 5 years of experience in Incident Management and Major Incident Management
- Strong understanding of IT Operations and ITSM processes
- Experience coordinating critical incidents and stakeholder communications
- Experience conducting Root Cause Analysis and incident management documentation
- Strong leadership, communication, and escalation management skills
- Experience in banking or highly regulated environments
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The Company
What We Do
We are TAWANTECH, a dynamic and innovative company that specializes in financial technology solutions and services, with a team of passionate professionals and a commitment to excellence, we are dedicated to delivering exceptional solutions that meet the unique needs of our clients.
