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Tier-1 bank, mid-level generalist role in metro with ServiceNow and ITIL amplifies competition.
Core incident management skills transfer across industries, but banking regulatory context adds moderate specialization.
Explicit 5+ years, mandatory ServiceNow expertise, ITIL certification and 24x7 shift requirements increase strictness.
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Lead and coordinate resolution of major IT incidents (Priority Critical, P1, P2, P3-Critical) to restore services rapidly, chairing incident bridge calls and ensuring cross-team coordination.
Provide regional operational leadership and oversight during shifts including mentoring Incident Management personnel, ensuring smooth shift handovers and operational continuity in a 24x7 follow-the-sun model with rotational shifts.
Drive incident communications, governance compliance, reporting, service improvement initiatives, and operational resilience activities including crisis management and audit support.
Minimum 5+ years experience in IT Incident Management, preferably in a large enterprise environment.
Expertise in ServiceNow Incident Management platform mandatory.
ITIL V3 or V4 Foundation certification required.
Willingness and flexibility to work rotational shifts in a 24x7 support environment including weekends.
Experienced in managing high severity, cross-functional incident responses with technical teams and senior stakeholders in complex, global IT environments.
Demonstrates strong operational leadership capable of mentoring and developing junior incident managers within a disciplined, process-driven governance framework.
Familiar with leveraging AI tools responsibly for productivity and workflow optimisation in incident management contexts.