Role Summary:
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
Requirements
Skills & 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