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Tier-1 bank brand, mid-level (5+ yrs) position in metro Pune increases applicant density and competitiveness.
Skills transferable across enterprise IT, but banking regulatory context raises moderate industry specificity.
Mandatory 5+ years, ServiceNow, ITIL, and 24x7 shift availability create strict screening criteria.
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Lead and coordinate resolution of major IT incidents (Priority Critical, P1, P2, P3-Critical) to restore services rapidly, including chairing incident bridge calls and ensuring cross-team coordination.
Provide regional operational leadership during shifts, oversee shift handovers, mentor junior incident management staff, and maintain operational stability and service improvements.
Drive governance adherence, risk management, stakeholder communication, reporting, continual service improvement, and operational resilience activities within the Incident Management function.
5+ years experience in IT Incident Management, preferably within large enterprise environments.
Expertise in ServiceNow Incident Management tool.
ITIL V3/V4 Foundation certification is mandatory.
Willingness and flexibility to work rotational shifts in a 24x7 support environment including weekends.
Experience leading technical teams during critical incident management with strong stakeholder engagement across technology and business functions.
Demonstrated operational leadership including coaching and mentoring capabilities within incident management contexts.
Proven ability to apply analytical problem-solving and to leverage AI tools responsibly for productivity and workflow optimization.