Incident Engineer (Operations Support)

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