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Tier-1 brand, metro location, and mid-level experience attract many qualified applicants.
Moderately transferable; core incident management skills cross industries but banking regulatory experience increases specificity.
Explicit 5+ years, mandatory ServiceNow and ITIL, plus rotational shift requirements raise filtering strictness.
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Lead and coordinate resolution of major and critical incidents (Priority Critical, P1, P2, P3-Critical) ensuring rapid restoration of services in a 24x7 follow-the-sun support model.
Provide regional operational leadership during shifts including mentorship of junior incident management staff and ensuring continuity across shifts.
Drive service improvements, adherence to governance and compliance related to incident management, and produce management reporting and KPIs.
5+ years of IT Incident Management experience, preferably in a large enterprise environment.
Expertise in ServiceNow Incident Management tool.
ITIL V3 or V4 Foundation certification mandatory.
Willingness to work rotational shifts including weekends as part of 24x7 support.
Operationally strong in managing high-pressure, high-impact IT incidents with cross-functional technical team coordination.
Experienced in communicating complex technical issues as clear business impact assessments to senior management and stakeholders.
Proactive in service improvement initiatives, governance compliance, and mentoring junior team members in a structured global incident management environment.