The Role
The Incident Manager will lead the incident management process for Tier 1 and Tier 2 IT operations, ensuring efficient detection, escalation, and resolution of incidents in banking and financial systems while coordinating with technical teams and monitoring service compliance.
Summary Generated by Built In
DescriptionAbout the Role
Requirements
We’re looking for an experienced Incident Manager to lead and manage Tier 1 and Tier 2 IT operations, ensuring timely incident detection, escalation, and resolution across core banking and financial systems. This role ensures minimal disruption, quick recovery, and a culture of proactive service management.
Key Responsibilities🎯 Incident Management- Lead the end-to-end incident management process to ensure fast response and business continuity.
- Coordinate with technical, business, and vendor teams during critical incidents.
- Conduct root cause analysis (RCA) and ensure preventive measures are implemented.
- Communicate incident status, impact, and resolution progress to stakeholders.
- Track SLAs and KPIs to ensure compliance with service standards.
- Serve as the initial point of contact for all IT service disruptions and requests.
- Perform basic troubleshooting (system checks, log review, user issue validation).
- Record and classify incidents accurately in the ITSM system.
- Escalate unresolved issues to Tier 2 teams with full incident context.
- Monitor alerts from monitoring tools (e.g., Dynatrace, SCOM, Splunk) and take initial action.
- Handle escalated incidents requiring deeper technical investigation.
- Perform system diagnostics, configuration reviews, and recovery actions.
- Collaborate closely with application, infrastructure, and network teams.
- Provide temporary workarounds and coordinate permanent fixes.
- Support post-incident reviews to identify service gaps and improvement areas.
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 10+ years of experience in IT incident management or IT operations.
- Experience leading Tier 1 & Tier 2 teams in large-scale IT environments.
- Strong background in banking or financial services technology operations.
- Solid understanding of ITIL v4 and ITSM frameworks.
- Hands-on experience with CA Service Desk, OpenText SMAX, or similar tools.
- Strong communication, analytical, and leadership skills.
- ITIL certification or equivalent.
- Experience in automation, release management, and root cause analysis.
- Familiarity with ServiceNow, Jira, or other incident management platforms.
Requirements
Top Skills
Ca Service Desk
Dynatrace
Incident Management Tools
Itil V4
JIRA
Monitoring Tools
Opentext Smax
Scom
Servicenow
Splunk
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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.
